DUTIES:
- Answer telephone calls in a polite and prompt manner.
- Provide requested services which include, but are not limited to, the following: scheduling appointments, answering questions about the practice and physicians, and taking messages about medical questions and prescription refills.
- Ensure that the patient's demographic information is current and accurate.
- Advise patient of office policies (ex/ cancellation/no-show policy) and inform patient of items to bring to appointment (ex/ driver's license or other identification card, insurance card, co-pay, list of medications).
- Act as a liaison between the patient and the medical provider:
- Transfer calls to other departments as needed.
- Use sound judgment in handling calls, especially calls of an urgent nature or call from upset patients.
- Understand when it is appropriate to escalate calls to a manager or medical provider.
- Ensure patient privacy according to HIPAA requirements.
NECESSARY ATTRIBUTES:
- Exceptional oral and written communication skills
- Strong interpersonal skills
- Basic computer skills
- Willingness to learn (medical terminology, scheduling protocols, etc.)
- Ability to work in a fast-paced environment and handle multiple calls/tasks simultaneously while maintaining a pleasant demeanor
QUALIFICATIONS:
- High school diploma or equivalent
- 1 Year of relevant healthcare, customer service, or call center experience is preferred; however, we will train the right candidate who has no experience.
- Ability to handle confidential and sensitive information.
- Ability to relate to those with diverse educational, socioeconomic, and ethnic backgrounds.
The ideal candidate is someone who is always looking to do more, be a great asset to the team, and provide excellent customer service. He or she is a self-starter and does not wait to be directed to perform daily functions. In order to be successful in this position you have to be an outgoing and driven individual who is compassionate to the needs of others. In this role, you are the first person the patient interacts with and we will depend on you to provide the right first impression to every caller.
