Call Center Representative
2 years ago
Fort Walton Beach
Job DescriptionDescription: Job Title: Call Center Representative Department/Group: Business Office/RCM Position Type: Hourly non-exempt JOB DESCRIPTION Dermatology Solutions Group, LLC (“DSG”) provides professional management services to Southeastern Dermatology Group, P.A. (“SEDG”), a medical practice headquartered in Panama City, Florida with locations throughout the Southeast. SEDG has a professional team of physicians who are trained in the medical and surgical sub-specialty of dermatology. PURPOSE: Under the supervision of the Lead Call Center Representative, a Call Center Representative answers multiple phone calls, schedules patient appointments & verifies patients insurance & enters in the patient’s information into the eClinical Works database. Also receives supervision from the Business Services Manager. SERVICE ORIENTATION: This position is patient focused with the objective of ensuring positive patient experiences and outcomes. ESSENTIAL DUTIES AND RESPONSIBILITIES: • Greets patients by answering multiple phone lines for all of the satellite locations., • Identifies patients by asking for date of birth &/or name in the computer system and creates a new account and updates established accounts., • Identifies payer sources, verifies insurance eligibility, financial status and assigns correct payer type., • Protects patients’ rights by maintaining confidentiality of personal and financial information and follows HIPAA regulations., • Maintains operations by following policies and procedures and reports changes as needed., • Contributes to team effort by accomplishing related results, as needed., • Routinely demonstrates superior customer service skills., • Answers the telephone in a timely & polite manner., • Communicates with patients, internal as well as external customers, in a courteous, professional, cooperative & mature manner., • Schedules ‘New’ & ‘Established’ patient appointments for all locations., • Must have the ability to multi-task (high paced work environment)., • Must have the ability to adapt daily to numerous changes in scheduling procedures., • Distributes incoming faxes within the entire company., • Scans numerous documents into patient’s charts daily., • Calls ‘NO SHOW’ appointments to reschedule & makes appropriate notations in the eClincal Works Database., • Responsible for keeping track of how many patients cancelled or rescheduled their appointment for their assigned provider(s)., • Reviews Practice Management System (eClinical Works) for Information that needs to be updated. Works with patients on the phone to obtain updated information & accurately enters the information into the eClinical Works Database using proper English grammar, spelling, and syntax., • Effectively uses EMR system to document patient records using proper English grammar, spelling, and syntax., • Staff will be cross trained to cover the Front Desk: Patient Service Representative, as needed., • Maintains strict confidentiality., • Performs other related duties as assigned.Requirements: MUST Live in the state of FL,MS, AL, GA SKILLS: • Must be highly professional in appearance, tone and delivery and an effective communicator., • Dedicated to follow-thru and results., • Knowledge of dermatology practice preferable., • Must be an exceptional listener, with the proven ability to problem-solve issues discussed., • The ability to work independently and in a group setting, high integrity, reasonable and thoughtful judgment, a sense of urgency and analytical and intuitive skills., • Ability to deal diplomatically with complaints and function well under pressure., • Have high levels of critical thinking skills, negotiation skills, and the ability to interact with a broad spectrum of individuals. EDUCATION AND/OR EXPERIENCE REQUIREMENTS: • High school graduate or GED., • One year medical experience working in a physician’s office, or equivalent combination of training and experience preferred., • Proficiency in the operation of a computer keyboard (30 WPM minimum) and ability to work effectively with Microsoft Office Products. QUALIFICATIONS: • Must be able to tolerate sitting and working at a desk for 8 hours per day., • Must have full range of body motion with the ability to push, pull, reach, bend, stand, stoop, stretch, lift, and carry up to 20 pounds., • Have the hand-eye coordination and manual dexterity needed to operate a keyboard, photocopier, telephone, calculator and medical equipment., • Have a normal range of hearing and eyesight to record, prepare and communicate appropriate reports; specific vision requirements: close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus., • Must have a valid driver’s license and good driving record. ADDITIONAL NOTES: • Work at other jobs or office locations, as required., • Occasional travel may be required. WORK ENVIRONMENT: The work of this position is performed in an environmentally controlled office environment. The position requires the ability to work under pressure and with a diverse population, including staff, physicians, clients, patients, insurance companies and other members of the public on a regular basis. The position may cause frequent exposure to communicable diseases, bodily fluids, toxic substances, radiation, medicinal preparations and other conditions common to a clinical environment.