Call Center Representative

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