What are the responsibilities and job description for the Registry Call Center Representative position at Shirley Ryan AbilityLab?
The Call Center Representative Will
Reports directly to the Director, Call Center
Knowledge, Skills & Abilities Required
Normal office environment with little or no exposure to dust or extreme temperature.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
- Communicates with patients and clinicians via the telephone to evaluates patient needs to determine appropriate care provider or manage appointments
- Registers 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.
- Conducts appointment reminder calls to patients when designated by Call Center Manager.
- Informs SRAlab sites of issues regarding appointments, including rescheduling, canceling, and notification of late arrival.
- Obtains authorizations for treatment from insurance companies and liaises with clinicians.
- Manages authorization status of various payers including Medicare secondary payers, IDPA, and Workers Compensation.
- Responds to prescription refill/test result requests from the Outpatient Services Center, providing requested information.
- Maintains the Allied Health Database in consultation with the various sites.
- Maintains 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
Knowledge, Skills & Abilities Required
- 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.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.