What are the responsibilities and job description for the Medical Call Center Representative position at Cape Fear Eye Associates, PA?
JOB TITLE: MEDICAL CALL CENTER REPRESENTATIVE
POSITION SUMMARY:
Phone Room Representative position is responsible for scheduling and interacting with patients via telephone and performs a range of duties which includes gathering required information in preparation for the patient’s on-site appointment.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Handles all incoming telephone calls from patients, makes appointments, and answers general questions and inquiries.
- Uses computer systems to refer to existing patient information or set up new patients in the scheduling software. Provides the patient with available timeslots to ensure full use of the physician schedules.
- Records all add-ons, delays, cancellations, and “no-shows” into the patient’s chart.
- Responsible for inputting very detailed information on the patient using a variety of computer screens.
- After completion of the call and input of the patient information, representative checks records verifying the details entered and adds any additional notes that may be necessary.
- Provides information to callers on practice policies and procedures such as what is required in preparation for appointment (insurance, ID, etc.).
- Schedules to ensure efficient patient flow based on predetermined appointment availability.
- Receives, directs, and relays telephone calls.
- Performs other general administrative tasks as directed by team lead.
QUALIFICATIONS & SKILLS:
- High school diploma or GED required.
- Minimum of 1 year of relevant experience and/or training, or equivalent combination of education and experience in a medical receptionist/customer service role.
- Knowledge of multi-line phone system.
- Proficient in computers and relevant software applications and practice management technology including electronic recordkeeping.
- Knowledge of customer service principles and practices.
- Demonstrate initiative and strong organizational skills.
- Exceptional interpersonal communication skills with a positive tone and welcoming body language.
- Ability to work independently on assigned tasks as well as to accept direction on given assignments.
- Deals with confidential information and/or issues using discretion and judgment.
- Bilingual a plus
PREFERRED EXPERIENCE:
- Prior Call Center experience in a medical office.
- Experience with electronic scheduling system and electronic medical records (EHR).
WORK ENVIROMENT & PHYSICAL DEMANDS:
- Work is performed in a medical office setting.
- Physical demands of position: must be able to sit for long periods of time, must have manual dexterity to work computer systems and keyboard.
- Must be able to lift 25 lbs.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
Work Location: In person