Clinic Call Center Representative

Job Description

Job Description

207 W Legion Rd. Brawley CA 92227 760-351-3333 www.pmhd.org

NON-EXEMPT POSITION JOB DESCRIPTION

JOB TITLE : Clinic Call Center Representative

DEPARTMENT : Clinics

REPORTS TO : Clinic Call Center Coordinator

LAST REVISION DATE : 10-02-2023

POSITION SUMMARY : Clinic Call Center Representative interviews incoming patient calls or their representatives, verifies insurance eligibility, benefits, authorization for services, and other information pertinent to scheduled visit. This position also includes functions of telephone operator and health information clerk.

ESSENTIAL FUNCTIONS :

1. Obtains and verifies accurate registration data including social, financial, and personal data from the patient and / or representatives.

2. Responsible for registration processes determines type of services needed prior to patients being seen for services, explains district policies regarding registration and third-party payers, verify proper authorizations prior to services being rendered and take appropriate actions as necessary, and document the necessary information for registration process.

3. Performs basic health information functions, including creating and updating the medical record information.

4. Ensures confidentiality and security of patient’s health information. Enforces authorization for release of records for third parties. Verifies patient identity by using multiple patient identifiers.

5. Performs general clerical functions : answers telephone calls efficiently, courteously, and as quickly as possible.

6. Responsible for filing / scanning of medical information, including demographic and financial information when available.

7. Responsible for financial functions such as : verifying health coverage and providing customers with the estimated out of pocket expenses; verifying customer insurance benefit eligibility.

8. Demonstrates an understanding of district admission policies and procedures in performing job duties and instructing patients. Routinely reviews reference materials and other communications to stay current with admission processes.

9. Utilizes the district’s electronic systems to update patient demographics to ensure continuity of care.

10. Monitors provider / facility schedules to ensure effective scheduling of customers.

OTHER RESPONSIBILITIES :

1. Promotes a positive patient / interfacility relation and a caring environment.

2. Maintains confidentiality of patients, services rendered, and financial or demographic information.

3. Performs similar job-related duties as assigned. cross-train to perform similar job duties within other outpatient departments.

4. Strong customer service and teamwork

5. Organized and able to manage and prioritize

6. Able to take and follow through with delegated tasks and accountability

SUPERVISORY RESPONSIBILITIES : None.

EDUCATION, KNOWLEDGE, SKILLS, ABILITIES AND EXPERIENCE :

• High school education or equivalent.
• Experience of three years in a patient registration environment, (preferably hospital) and knowledge of medical terminology is preferred.
• Computer friendliness is required. Accuracy is more important than speed.
• Bilingual – English / Spanish preferred

LICENSES AND CERTIFICATIONS : None required.

AGE OF THE POPULATION SERVED :

Newborn  Infant / Pediatric  Adolescent  Adult  Geriatric  All  No Patient Care X

PHYSICAL REQUIREMENTS :

1. Sits, stands, bends, lifts, and moves intermittently during working hours.

2. Visual and hearing acuity pertinent to communicating with customers.