Job Summary

Responsible for overseeing front desk operations, providing guidance, support and training, ensuring excellent customer service and managing administrative tasks. Responsible for developing and maintaining scheduling, canceling, rescheduling and registering of outpatient visits and procedures for multiple ambulatory clinics, by ensuring that accurate, complete and thorough patient demographics are entered into the computer system, including insurance eligibility and authorizations if applicable. The completions of the responsibilities listed are handled via phone in a call center setting with a high volume of daily calls with the patient and or referring physician office. Responsible for the completion of messages related to, but not limited to, patient requests.

Essential Functions

• Schedules outpatients in accordance with scheduling guidelines, with the ability to prioritize according to patient needs.
• Responsible for managing the day-to-day operations of the front desk.
• Evaluate staff performance and provide feedback
• Delegating Tasks
• Manage inventory of office supplies and place orders.
• Answers phones from patients/customers professionally and responding to patient/customer inquiries and complaints.
• Assist with new staff training
• Maintain a courteous, friendly, and respectful tone in all interactions, using appropriate language and avoiding slang or jargon.
• Troubleshoot software and hardware issues
• Schedules patients/customers based on scheduling guidelines and medical appropriateness
• Receives a high volume of inbound calls with varying degrees of questions or concerns
• Communicate effectively with staff, visitors and other departments
• Handling and resolving patient/customer complaints
• Routing inbound calls to appropriate resources
• Obtaining and collecting all necessary information from the patient/customer to schedule and register the patient for an appointment
• Manages communication and coordination between the patient/customer and the providers/clinics
• Manages and escalate priority issues
• Identifies and communicates need for scheduling modifications and development.
• Communicates perceived problem issues to Scheduling Call Center Lead, and Supervisor.
• Notifying appropriate personnel of any scheduling change due to patient cancellation in a timely fashion.
• Attempts to optimize and increase efficiency of visit or procedure by recommending potential alternatives
• Ability to manage urgent calls in such a way that urgent situations related to the provision of patient care are handled in an appropriate manner
• Receives and responds to patient and staff needs and complaints appropriately within the realm of the “patient care” environment, involving department supervisors and patient representative as needed.
• Consults with referring physician’s office to ensure written and/or electronic orders exist and obtain them as needed
• Upon receiving the written or electronic order, verifies completeness.
• Documents instruction of written and or electronic order.
• Documents in patient’s chart that the ordering physician has been instructed to send order-will be held responsible by department if not received
• Makes appropriate decision to instruct referring office to obtain authorization for the procedure or visit
• Defers patients or referring offices when needed due to lack of insurance authorization or out of network status, based on the insurance guidelines provided by Administration
• Participates in on-going education activities to develop, maintain, and enhance professional expertise as monitored by supervision.

Other Duties

• Performance and Standards of behavior for communication:

• Adheres to the established Performance Expectations for EOGH Employees in the areas of People,
• Prioritize professionalism, clarity, empathy and efficiency.
• Strive to answer all telephone calls within five rings, put callers on hold only with their permission, thank callers for waiting, and introduce a caller and describe the caller’s needs when transferring the caller to a co-worker.
• Recognize, appreciate and acknowledge extraordinary efforts by my co-workers
• Seek positive solutions to the challenges of working in a high stress environment through respectful communication and active problem solving.
• Respond to all patient communications in a timely manner.
• Meets productivity standards set through call center specific applications that include but are not limited to; service levels based on response time to call, number of calls received, and abandoned calls throughout the day that are averaged per month.

Minimum Education/Certifications
High School or equivalent level of education required.

• Minimum Work Experience
  Three years relevant of experience preferred or two years post high school education preferred in Health Care Administration, Medical Assistant or related field. Must be highly organized.
• Must be able to accurately prioritize a list of tasks that need to be accomplished.
• Excellent time management skills.
• Highly detail-oriented and an excellent communicator.

Position Type/Expected Hours of Work:

Must be willing to work holidays, weekends and provide additional coverage as needed

Physical Requirements:

Sitting, while working at a computer, scanner or workstation for 5-6 hours a day

Lifting- occasional files or stacks of paper less than 20lbs.