Call Center Representative/Indexer

Job Title: Call Center Representative/ Indexer 

General Summary of Duties: Provide a variety of duties, including, but not limited to, patient scheduling, receiving calls, patient check-in/out, taking messages, verifying insurance information, entering charges and patient information into the EMR system, and answering patient questions.  

Supervision Received: Report to Practice Manager or Site Supervisor

Supervision Exercised: None

Typical Physical Demands: Requires sitting, some standing, stooping, and stretching. Occasionally may lift up to 30 pounds. Requires sufficient hand-eye coordination and manual dexterity to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eye sight to record, prepare and communicate appropriate reports.

Typical Working Conditions: Work is performed in an office environment. Involves contact with staff, patients, and visitors.  

Primary Duties/Responsibilities Include but is not Limited to:

• Direct patient registration, patient insurance, billing and collections to ensure accurate patient billing and efficient account collection.
• Broad knowledge of front office practices and procedures, including the Company’s Electronic Medical Records system (EMR).
• Broad understanding of insurance practices and procedures.
• Assist with billing related issues.
• Indexing incoming Medical Records 
• Ensure compliance with regulations and standards of performance for quality care.
• Answer telephones and assist with patient check-in/check-out, as needed.
• Direct patient requests or questions to the appropriate provider.
• Schedule appointments.
• Provide assistance to other office staff as needed.
• Maintain excellent customer service skills in dealings with patients, coworkers, and the public.
• Maintain patient confidentiality
• Perform related work and other duties as required.

Performance Requirements: Knowledge, Skills, and Abilities: In depth knowledge of medical office practices and procedures, including billing practices and procedures, patient record management. 

Education: High school diploma.

Experience:

1. 1 to 3 years of call center or customer service experience in either an office setting or medical office. 
2. Proficiency in the use and application of personal computers and related software.
3. Broad understanding of insurance practices and procedures. (will receive training from site supervisor on office practices with insurances) 
4. Broad understanding of medical terminology. (will receive training from site supervisor on office practices)

Certifications/License: None

Alternative to Minimum Qualifications: None

 Experience:

1. Responsible for covering the phones/ call center during office hours 
2. Broad understanding of computer systems / medical practices and responsible for indexing medical records. 
3. Proficiency in the use and application of personal computers and related software.
4. Broad understanding of insurance practices and procedures.
5. Broad understanding of medical terminology.

Daily Operations 

• Will report to Site Supervisor or Practice Manager weekly with a weekly report of prodcutivity . 
• Will participate in office wide meetings and updates related to Call Center productivity. 
• Will cover call center during hours designated while responsible for scanning medical records into EPIC or the appropriate department  .