Call Center Representative (MPS)

Description

Call Center Representative must efficiently handle high-volume, in-bound phone calls from current and new patient and will be the liaison between our company and its current and new patients. The successful candidate will be able to accept ownership for effectively solving patient issues, complaints and inquiries; keeping patient satisfaction at the core of every decision and behavior.

Both call-center software, and scheduling and billing platforms will be utilized. Customer service skills must be of the highest standard; candidate must possess the ability and willingness to demonstrate an appropriate level of empathy and patience for a diverse patient population. Job requires being seated for majority of day. Candidate must be patient-focused, professional, articulate, flexible, enjoy a fast-paced work environment, and demonstrate a true team-player attitude. Position is located in corporate setting with expectations of professional behavior and dress. Polished grammar and diction are prerequisites.

Responsibilities:

• Handle high-volume, in-bound phone calls from current and new patients.
• Set new appointments.
• Verify insurance acceptance.
• Confirm/cancel/reschedule appointments for multiple practitioners located in various offices.
• Make outbound calls to address on-line appointment requests.
• Follow-up on authorizations.
• Gather needed patient information.
• Make appointment reminders.
• Works to ensure regulatory compliance with HIPAA.
• Ensures that all contact with patients, senior leadership, managers, the public, physicians and other personnel is carried out in a friendly, courteous, helpful and considerate manner.
• Displays concern and provides assistance or explains procedures as appropriate to callers.
• Dedicated to meeting the expectations and requirements of providers, patients, and managers.
• Works with colleagues and patients to identify problem areas and recommend solutions.
• Works with a sense of urgency to respond to requests and execute operational objectives.
• Work to apply policies and principles to solve everyday problems and deal with a variety of situations.
• Work to establish priorities and coordinate work activities.

Qualifications:

• Minimum 3 years of prior experience in a call center
• Experience operating under HIPAA, OSHA, and PCI guidelines is strongly desired.
• High School Diploma or GED equivalent.
• Demonstrated skill using MS Office products including Excel and Word
• Type minimum of 25 wpm and possess intermediate computer skills
• Demonstrated knowledge of healthcare management systems.
• Working knowledge of insurances:  HMO/PPO/EPO
• Understanding of electronic medical record and billing systems and related applications
• Excellent written and verbal communication skills
• Excellent organizational skills with the ability to gather, analyze and interpret information
• Prior medical office scheduling/front-desk experience is a plus
• Must be available Mon-Sat 7am to 7pm
• Type minimum of 25 wpm and possess intermediate computer skills
• Bilingual English/Spanish is a plus

Benefits

• Health Insurance/Dental Insurance/Vision Insurance
• Paid time off/All major holidays
• Retirement plan
• Health Savings Account
• Comfortable working environment