What are the responsibilities and job description for the Call Center Representative position at Downstate Health Physicians?
About Us. Downstate Health Physicians represents the faculty of SUNY Downstate Health Sciences University, Brooklyn’s only academic medical center. The department of Orthopaedics is currently looking for a Call Center Representative. The Call Center Representative will be the liaison between our providers and current and potential patients and is responsible for providing a first-class experience to patients that call the facility with appointment requests and inquiries. Additional tasks include verifying patient benefits and obtaining authorizations as necessary. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.
DUTIES/RESPONSIBILITES:
- Responds to a high-volume of inbound and outbound telephone calls in a timely manner
- Screen patients for appropriate specialty scheduling; handling sensitive medical information
- Delivers expert knowledge regarding clinic-specific processes
- Input patient demographics and insurance information in Athena EMR
- Provides patient with available timeslots not allowing patients to give times they are available to ensure full use of the physician timeslots
- Explains patient financial responsibility and informs patient of payment required for existing balances due at or before next appointment
- Works with care teams, patients, and outside facilities to obtain necessary information required for care
- Supports clinical practice operations by providing cross coverage for a variety of administrative functions
- Maintain patient confidentiality at all times; HIPPA adherence
- Must be customer service-oriented and maintain a professional appearance at all times
- Knowledge of scheduling and medical terminology
- Excellent patient service, organizational and communications skills
- Demonstrates a positive attitude and ability to solve problems independently within the scope of responsibility
MINIMUM QUALIFICATIONS:
- One (1) year work experience in private practice or hospital setting
- Experience working with insurances and obtaining authorizations
- Strong phone and verbal communication skills
- Basic computer skills including typing, knowledge of Microsoft Office Suite and Athena EMR preferred
- High School diploma or equivalent required
- Bilingual (Créole or Spanish) a plus
*Temporary with possible permanent placement
Job Type: Temporary
Pay: $20.00 per hour
Work Location: In person
Salary : $20