Call Center Specialist

Role Overview

• Answers incoming telephone calls, schedules appointments and directs incoming call questions appropriately through a warm transfer or EPIC electronic medical record (EMR) messaging functionality to the appropriate staff.
• Performs phone system/answering service functions.
• Responds to patient, prospective patient, legal guardian and POA in a courteous, friendly manner.
• Manages daily patient and physician scheduling.
• Schedules for all patient visits to optimize patient satisfaction, provider template utilization and treatment room utilization.
• Obtains, records, and updates personal and financial patient information per Medicare, State and Federal guidelines.
• Must stay abreast of current insurance rules and policies.
• Manages various work queues in EPIC EMR as needed.
• Verifies referrals and performs pre-certifications as appropriate.
• Types, mails and faxes correspondence as needed, including patient letters, new patient paperwork, etc.
• Prepares patient material/handouts as needed. Order office supplies and maintains a clean area.
• All other duties as assigned.

Requirements

• EDUCATION: High School Diploma or equivalent.
• YEARS OF EXPERIENCE: One to three years' experience Customer Service required. Medical office experience and 1-year prior scheduling experience preferred.
• REQUIRED SKILLS AND KNOWLEDGE: Copier, fax, telephone system, postage equipment, and computer skills (Microsoft Outlook, Word, and Excel) required. Must be able to multi-task and maintain confidentiality. Must pass skills assessment tests and have the following skills:
• Strong verbal and social skills to facilitate working respectfully with patients, physicians, and co-workers in person or by telephone. Excellent customer service skills.
• Excellent computer skills in order to utilize Electronic Medical Records systems to find and print records and to scan new records into the system and to utilize the Practice Management System to find whether or not a patient has been seen by this practice, to enter registration data, to scan insurance cards or other identification.
• Knowledge of health insurance coverage, requirements.
• Basic Math skills.
• Analytical skills required to make decisions based on the facility and clinical situation at hand.
• Knowledge of and compliance with HIPAA privacy requirements.