Job Summary

The Patient Contact Center answers and routes all incoming calls for the company. You will be responsible for answering high-volume incoming calls to service a variety of patient requests, such as schedule appointment and update medical and demographic information; additionally, perform outbound calls to patients as needed for rescheduling. The position may require occasional early evenings and Saturdays.

Duties and Responsibilities

• Answer all incoming calls and expedite as quick and efficiently as possible.
• Create an Exceptional Experience for all patients.
• Speak with all new and established patients and schedules office appointments via phone.
• Using the telephone and computerized appointment scheduling program, schedule all patient appointments, according to physician-specified protocols. Inform patients of the information needed by the registration team; provide patients several scheduling options.
• Retrieve messages from voice mail system from patients who wish to schedule appointments.
• Prospectively inform all new and established patients about the practices payment at the time of service policy, and ensure understanding to arrive with referral forms, x-rays, etc.
• Use electronic medical records to document patient charts and relay patient questions/concerns to the appropriate provider/person.
• Refer all new patients to patient portal when possible and mail new patient packet as needed.
• Re-schedule patients as needed.
• Maintain patient confidentiality.
• Attend team efficiency meeting with supported providers and their teams.
• Communicate with providers as needed.
• Complete all other duties assigned by Team Lead/ Supervisor, Practice Manager, or Administrator.

Requirements and Qualifications

• Associates degree preferred; HS diploma or GED required.
• 2+ in a customer service role; 1+ years medical office experience preferred.
• EMR experience preferred.

Physical Demands

• Position requires manual and finger dexterity and hand-eye coordination.
• Involves standing, sitting, and walking.
• Team member will occasionally be asked to lift and carry items weighing up to 10 pounds; normal visual acuity and hearing are required.