Summary

An Administrative Assistant: Appointment Center Service Representative is the first point of contact for patients calling the facility. They answer calls, screen, and transfer calls as appropriate. They schedule, reschedule, and cancel appointments as requested by the patient, clinical staff, or provider. They will complete insurance verification to help properly check patients in for their appointments. They interview the patient to confirm demographic information, and reasons for their visit. They will send correspondence to patients as needed. An appointment Center Service Representative must have excellent communication, organizational and customer service skills while working in a fast-paced office environment.3

Essential Functions

• Provides assistance, guidance and direction to visitors and patients following all organizational customer service guidelines to ensure patient satisfaction.
• General computer skills including electronic communications with multiline phone line and intercom navigation.
• Strong communication and organizational skills, ability to interact effectively with clinic personnel, patients, and diverse population.
• Ensures that calls are answered promptly, and patient issues and concerns are addressed in a timely manner.
• Responsible for returning all voicemails left by patients on the health center voice mail system. Reassigns voicemail to correct departments if voicemail left is not for scheduling department.
• Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment utilizing appropriate guidelines.

• Schedules, reschedules, and/or cancels patient appointments at patient or provider request using the EHR.
• Verifies patient’s demographic and personal information and enters them in the appropriate electronic health record (EHR) program at each encounter to assure proper insurance billing.
• Check in/process patients following the set procedures and protocols for all departments of the village health center.
• Schedules appointments for internal referrals using the proper work queue.
• Assist with all other shared office functions (i.e., mail, email, faxes, in basket monitoring).
• Assist with all messaging from the patient to the physician in a timely manner
  • Runs the following reports (i.e., No-Show reports, contact report, On-Call report, recall report)
  • Must become familiar with the policies and procedures of our facilities, including, and not limited to the medical, dental and community resources available.
  • Maintain effective communication and working relationships with the patients and other employees.
• Crosstrain and cover as Patient Service Representative as needed.
• On time completion of assigned training and policies.
• Performs other duties as assigned.

Qualifications

• High School Diploma or GED equivalent.
• Minimum 2-year experience in a medical and/or dental office preferred.
• A required 6-month experience with a medical and/or dental electronic health records system.
• Bilingual (Spanish/English) Required.
• Excellent customer service skills and commitment to providing the highest level of customer satisfaction.
• Strong written and verbal communication skills.
• Ability to interface with all levels of personnel in a professional manner.
• Strong multi-tasking, organization, and time-management skills
• General computer skills including electronic communications with multiline phone line and intercom navigation.

• Basic computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information).
• Knowledge of Medi-Cal, Medicare, managed care plans, third party rules and regulations and insurance agreements preferred.
• Experience verifying insurance/program eligibility preferred.
• Knowledge of standard office equipment (i.e., calculator, fax, photocopier) and personal computer and computer software skills (i.e., MS Windows, Excel, Access, Word, PowerPoint, internet, e-mail).