What are the responsibilities and job description for the Call Center Representative position at Shirley Ryan AbilityLab?
The Call Center Representative Will
- Communicate with patients and clinicians via the telephone to evaluates patient needs to determine appropriate care provider or manage appointments
- Register and schedules new patients for therapy and physician services based on orders received, consult outcome, urgency of care, and patient convenience to time and location.
- Conduct appointment reminder calls to patients when designated by Call Center Manager.
- Inform SRAlab sites of issues regarding appointments, including rescheduling, canceling, and notification of late arrival.
- Obtain authorizations for treatment from insurance companies and liaises with clinicians.
- Manage authorization status of various payers including Medicare secondary payers, IDPA, and Workers Compensation.
- Respond to prescription refill/test result requests from the Outpatient Services Center, providing requested information.
- Maintain the Allied Health Database in consultation with the various sites.
- Maintain referring physician information, including licensure, governmental eligibility, and contact information in a centralized database.
- Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.
- Reports directly to the Director, Call Center
- Associates Degree or Certificate in a Medical Administration Program is preferred
- Minimum 1 year of experience in a health care field with a knowledge of health care systems. Previous call center experience preferred.
- Working knowledge of medical terminology and insurance.
- Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel. Previous experience with Cerner Millennium preferred.
- Proficiency in keyboarding skills. Application of a variety of moderately complex PC software and office equipment (multi-line phone, metrics board, etc.)
- Effective verbal and writing communication skills in order to interview patients/customers and obtain pertinent medical and financial information.
- Active listening and attention to detail.
- Strong organizational skills, including attention to detail and follow through.
- Demonstrated problem solving and decision-making skills.
- Ability to handle heavy call volume and stressful situations when quick action is required.
- Ability to talk and type - Required
- Willing to work a flexible work schedule.
- Bilingual - fluent in Spanish - A plus
- Normal office environment with little or no exposure to dust or extreme temperature.