Call Center/patient Access Representative - Chevy Chase, United States - Washington Orthopaedics and Sports Medicine

Description

JOB SUMMARY:
High School or GED required. Associate's Degree or related healthcare certification preferred. One year of experience in customer service and/or related clinical environment; working knowledge of medical terminology. Bilingual in Spanish helpful.

Facilitates optimal patient access and maximizes accuracy of data entry for scheduling and clinical messaging.

EDUCATIONAL REQUIREMENTS:

• High school diploma and experience with medical scheduling

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Answer telephone promptly and in a polite and professional manner.
• Obtain and enter accurate demographic information into Medevolve (address, telephone number, name of insurance or selfpay status).
• Schedule appointment correctly review appointment date, time, location, and provider name with caller.
• Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and driver's license/ID).
• Remind caller to arrive 15 minutes before scheduled appointment to complete paperwork.
• Direct patient to website to print out New Patient intake forms prior to appointment
• Remind caller of cancellation/noshow policy.
• Answer questions and offer other information, as requested, to provide patientfocused service and a positive impression of the organization

Responsibilities include, but are not limited to, the following:

• Act as a liaison for the patients and the physician office.
• Direct calls to other departments as needed.
• Use sound judgment in handling calls, especially with upset patients.
• Understanding of when to escalate calls to Physicians/Supervisor/Manager/Medical Assistants.
• Work daily Televox reports: make reminder calls as requested.
• Make calls to reschedule appointments when necessary.
• Provide assistance with mailings and other projects as call volume permits.

Qualifications:

• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Answer telephone promptly and in a polite and professional manner.
• Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
• Ability to handle a "call center" environment: work quickly and multitask.
• Ability to exercise good judgment to handle calls appropriately.
• Ability to demonstrate good customer service.

Other

• Maintains patient confidentiality; complies with HIPAA and compliance guidelines established by the practice
• Maintains detailed knowledge of practice management and other computer software as it relates to job functions
• Attends all meetings as requested
• Performs any additional duties as requested by the Manager, CEO

Supervisory Responsibilities
None.


Typical Physical Demands
Position requires prolonged sitting, some bending, stooping, and stretching.

Good eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment is also required.

Employee must have normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.


Typical Working Conditions
Normal office environment.


This position is Non-Exempt

Pay:
$18.75 per hour


Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Healthcare setting:

• Clinic
• Outpatient

Medical specialties:

• Orthopedics
• Sports Medicine
• Surgery

Schedule:

• 8 hour shift
• Monday to Friday

Work Location:
In person