Call Center Representative – Ophthalmology

Role Overview

• Answer Wayne Health calls
• Schedule appointments for new and returning patients
• Update patient information and patient registration
• Call patients who have missed their appointments for follow up or rescheduling
• Schedule appointments for imaging, lab visits, vaccinations, etc.
• Responds to patient/customer inquiries both over the phone and by email
• Research required information using available resources
• Process referral requests
• Identify and escalate urgent and emergent patient questions
• Route calls to appropriate resources when unable to resolve the complaint/concern directly
• Follow up with patients and callers within predefined timeframes set by departments
• Document all call information according to standard operating procedures
• Exercise sound judgement and decision-making skills
• Communicate clearly, take initiative and is flexible
• Exhibit good interpersonal communications skills
• Convey a positive and professional image to the patients and the public
• Accurately posts all charges for the date of service to the system and runs daily reports to ensure all charges are posted and completed batches are closed
• Collect co-pays, fees for services, past due balances and post payments according to established policies
• Reconcile monies collected with encounter form receipts or daily cash logs and maintains an accurate amount of petty cash
• Prepare reconciliation forms and bank deposits for each practice date
• Schedule patient appointments according to defined protocols
• Verify prior authorizations, referrals, insurance coverage/policies and patient demographics
• Maintain a safe and clean work area and patient environment
• Adhere to the Patient Service Representative dress code (Wayne Health Employee Handbook) and maintain a professional appearance that complies with the Wayne Health dress code

Requirements

• High School Diploma or equivalent required
• Minimum 2
• 3 years Call Center or Physician Office experience
• Proficiency in Microsoft Word and Excel
• Knowledge of basic medical terminology
• Basic office skills including typing 35 wpm and accurately enter alpha numeric data

Benefits

• Health insurance
• Professional development opportunities
• Paid time off