Healthcare Contact Center Representative

3 days ago

West Palm Beach, Florida, United States Pelvic Rehabilitation Medicine Full time
About Pelvic Rehabilitation Medicine

Pelvic Rehabilitation Medicine is a physician-led specialty healthcare organization dedicated to providing evidence-based, individualized treatment services for chronic pelvic pain patients.

Job Title: Healthcare Contact Center Representative

This role is responsible for providing effective customer service to patients, referring providers, insurance companies, and other medical facilities. The primary responsibility will be to handle the scheduling of new patient visits by answering a high volume of inbound calls, making outbound calls to patients that have requested appointments, and answering patient questions.

Key Responsibilities:
  • Answering Phones: Respond to all inquiries made by patients, referring providers, insurance companies, and other medical facilities.
  • Achieving Performance Targets: Meet performance standards in line with business objectives for assigned areas.
  • Handling Patient Needs: Re-schedule patient appointments, handle medication requests, and notifications to our clinical offices as required via telephone calls and written notification to patients.
  • Screening and Routing: Screen and route patient calls to other departments efficiently, ensuring accurate patient data is routed into scheduling software.
  • Listening and Communication: Listen intently when reviewing patient experiences and care concerns, instilling trust and confidence, and conveying professionalism to patients, providers, and staff members involved.
  • Data Collection: Collect complete and accurate clinical, demographic, and financial information during the scheduling process, making sure to enter data in the scheduling system and other applications.
  • Pre-Registration and Insurance Verification: Collect all data necessary for the basic pre-registration and insurance verification and authorization process.
  • Providing Instructions: Provide patients with prep and other appointment instructions via phone and email as necessary.
  • Triage and Emergent Situations: Recognize an emergent situation and triage calls to appropriate departments (Billing, Clinical, Operations).
  • Bill Payments: Process bill payments.
Requirements:
  • Confidentiality: This role has full access to patients' Protected Health Information (PHI) and must adhere to all confidentiality and privacy policies and procedures as required by HIPAA.
  • Performance Standards: Ability to meet performance standards of a fast-paced call center that handles a large volume of inbound calls and makes a large volume of outbound calls to follow up with website appointment requests.
  • Customer Service: Ability to answer incoming telephone calls in a fast-paced call center environment.
  • Multi-Tasking: Must be able to multi-task (i.e., accurately research and document calls while speaking on the telephone) with appropriate speed and accuracy.
  • Complex Scheduling: Ability to analyze complex provider schedules and workflows.
  • Root Cause Analysis: Ability to assess the root cause of the inquiry to provide a first-call resolution - which is often scheduling an appointment.
  • Customer Service Skills: Always maintain positive customer service and articulate well when speaking to patients, family members, employees, and medical staff.
  • Experience: Prior customer service experience, high school or equivalent (Required), 1+ years of experience working in healthcare, experience working with a team, patient, yet persistent, leads by example, and is a champion of change, enthusiastic, strong communicator, able to effectively demonstrate empathy when required towards patients and team members.

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