Job Description
Job Description
Call Center Job Description
Duties and Responsibilities :
- Schedules appointment for patients.
- Answers telephones promptly and in a polite and professional manner.
- If new patient, obtains and accurately enters the following information into eCW :
- Patient’s name and date of birth.
- Patient’s phone number(s).
- Patient’s insurance information for all current policies.
- Patient’s e-mail address, if applicable.
- Patient’s primary care and referring physician’s name and any other contact details that the patient may have.
- Detailed reason for patient’s visit. (Preferably symptoms, not diagnosis).
- Runs eligibility on patient’s insurance to ensure that the patient has valid coverage and that we are a participating provider with their insurance company.
- Determines how patient wants to get their new patient paperwork (via e-mail, fax, U.S. P.S. mail, or patient will complete upon arrival) and sends the paperwork to the patient as applicable.
- Reminds patients to arrive 20-30 minutes early.
- Sends faxed medical record request to patient’s primary care physician and referring physician.
- If established patient, obtains reason for call.
- Route call if necessary to other departments.
- If patient is calling to schedule an appointment :
- Obtain reason for scheduling the appointment.
- Verify patient’s demographic information, insurance information, and phone numbers. Run eligibility to ensure that the insurance information that you have or have been given is accurate and valid.
- If patient hasn’t been seen during the current calendar year, remind them to arrive 15 minutes early demographics updates and insurance card scanning.
- Schedules appointment correctly reviews appointment date, time, location, and provider name with the caller.
- Informs the caller of items to bring to the appointment (including insurance card, medication list, any office visit fees, as determined by running insurance eligibility).
- Reminds callers of cancellation / no-show policy.
- Answers any questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
- Reviews the schedule for each office 3 days in advance. Verifies if medical records have been received from the requested primary care or referring physician offices.
If records have not been received, sends a second request via fax marking URGENT / 2nd Request .
- Acts as liaison for the patients and the clinical offices.
- Routes call if necessary to other departments.
- Uses sound judgment in handling calls, especially with upset patients.
- Understand when to escalate calls to physicians / practice managers / triage nurse.
- Service patients.
- Makes reminder calls as requested.
- Makes calls to resch3edule appointments when necessary.
- Provides assistance with other projects as call volume permits.
- Other reasonably related duties as assigned by supervisor or manager.
Skills and Specifications :
- Ability to handle confidential and sensitive information.
- Ability to communicate effectively on the telephone.
- Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
- Ability to handle a call center environment : work quickly and multi-task.
- Ability to exercise good judgment to handle calls appropriately.
- Ability to demonstrate good customer service.
- Excellent telephone etiquette and keyboarding skills.
- Ability to work efficiently and accurately.
- Should have computer knowledge.
- Knowledge of medical terminology.
Education and Qualifications :
- High school diploma or degree in medical field from an accredited institution.
- Experience in vascular surgery environment is an advantage.
18 hours ago