PRIMARY FUNCTION

Answer incoming calls from our patients while maintaining a world-class experience throughout all of our different regions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all the duties that may be assigned.

1. Answer incoming calls by welcoming patients with a professional, upbeat, friendly attitude.
2. Follow prepared scripts based on call type.
3. Register new patients by gathering pertinent information and entering XPM system.
4. Verify insurance coverage and information.
5. Set patient appointments upon request and identify future visits.
6. Document accurately and efficiently within all systems (XPM, CRM, EHR).
7. Document all questions and messages for Clinicians and label them properly using our telephone communication access protocol.
8. Data entry and maintenance of customer databases.
9. Properly obtain and confirm patients/caller information abiding by HIPPA law.
10. Collect all necessary and pertinent information over the phone to facilitate timely and accurate physician follow-up.
11. Complete any necessary referrals requested by telephone contact for provider approval.
12. Provide customers with product and service information.
13. Respond to patient inquiries.
14. Research required information using available resources.
15. Communicate with offices when necessary.
16. Handle customer complaints and other customer support related issues and provide customers with proper solution.
17. Meet established standards within all performance criteria.
18. Attend any necessary training/meetings to be up to date on protocol changes and available training.
19. Ability to learn multiple processes for different regions and handle cross-skilled calls
20. Flexibility to be allocated on different regions depending on volume needs
21. Able to maintain a score of 4.5 out of 5 in Patient Experience surveys, providing a world-class service
22. Maintain a schedule adherence of at least 90%

QUALIFICATIONS

EDUCATION:

• High School diploma or equivalent.
• Experience may commensurate education.

EXPERIENCE:

• Prefer minimum of four years of experience in a call center environment.
• Knowledge of XPM and CRM system desired. Familiar with automated call distribution,
• IVR, and skill-based routing systems.
• Previous experience in a healthcare/scheduling process preferred
• Experience working in high call volume environments with 85%+ occupancy

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of XPM/EHR and Contact Recorder desired.
• C2/Native English level
• Ability to withstand high call volumes
• Comfortable with a fast-paced, ever-changing environment
• Complete Schedule flexibility within our HOOPs
• Familiar with automated call distribution, IVR, and skill-based routing systems.
• Outstanding communication and listening skills, able to maintain a fluent English conversation both spoken and written
• Ability to achieve performance targets based on action plans when needed
• Passion to deliver an outstanding patient experience
• Able to communicate professionally while keeping the interaction friendly and warm
• Being able to capture data accurately
• Resilience to manage upset patients on a daily basis while remaining calmed and keep a supportive attitude
• Demonstrates ability to work well in a team environment.
• Strong multi-tasking skills.
• Attention to detail, accuracy and timeliness are critical.
• General PC knowledge including Microsoft Office, Internet, and Email.
• Needs to be proficient in Power Point.

TYPICAL WORKING CONDITIONS

• Non-patient facing
• Must be MX based.
• Working in a professional office environment.
• The position involves high & frequent call volumes.
• Environment requires ability to multi-task, communicate clearly & concise, data entry for extended period of times.
• Will require sitting for long periods of time.

OTHER PHYSICAL REQUIREMENTS

• Vision
• Sense of sound
• Sense of touch

PERFORMANCE REQUIREMENTS

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of the general nature of level of the job.