Job Summary
The Call Center Representative at Mountain Spring Podiatry serves as the first point of contact for patients interacting with our medical practice. This role is pivotal in creating a positive experience for patients by maintaining a welcoming attitude, efficiently scheduling appointments, and answering patient inquiries. The Call Center Scheduler is responsible for managing a high volume of calls for our vascular offices ensuring that each interaction is handled with professionalism and care as part of our centralized scheduling team.
This role will be based out of our Petersburg location but will support our Richmond region.
Job Responsibilities:
- Answer incoming calls in a courteous and professional manner, addressing the nature of the call, and if the call is for a reason other than scheduling an appointment, direct the caller to the appropriate department to ensure good customer satisfaction.
- If the call is to schedule a patient appointment, accurately schedule or reschedule patient appointments in the scheduling practice management software system, using the correct visit types, location and providers to help ensure quality patient care.
- Process referrals and communicate with referring provider offices for additional patient information if required.
- Ensure accuracy of patient demographic and insurance information.
- Follow HIPAA privacy policies and practices when handling incoming and outgoing patient calls to protect each patient’s confidentiality.
- Educate callers on all services that are provided by Mountain Spring Podiatry.
- Make sure that each caller’s questions have been addressed satisfactorily before disengaging the call.
- Other assigned duties as needed.
Required:
- High School Diploma or GED required.
- Must be able to work Monday through Friday 8:00 AM – 5:00 PM.
- Demonstrated proficiency with computer technology and medical terminology.
- Ability to handle multiple tasks on a timely basis and work in a team environment.
- Excellent verbal and written communication skills.
- Must be a self-motivated team player.
- Demonstrated ability to speak effectively and present a pleasant, professional demeanor/image during telephone conversations or in person.
- Adherence to following established procedures and making sound decisions based on those procedures.
Preferred:
- Experience with Athena EHR
- Podiatry Scheduling experience
- Bilingual
