Call Center (Scheduling) Representative

Position Summary

Under the direct supervision of the Billing and Coding Manger and/or Call Center Supervisor collects patient information, performs extensive data entry, and may work on assigned projects.

Some Essential Duties and Responsibilities

• Schedule patient appointments and coordinate clinic schedules.
• Assist with patient referrals and follow-up activities.
• Answer incoming calls and respond to patient inquiries via phone and email.
• Provide information about programs and services to patients.
• Update and maintain accurate patient records.
• Route calls and concerns to the appropriate team members.
• Maintain patient confidentiality and HIPAA compliance.
• Document patient interactions and perform general administrative duties as assigned.

MINIMUM EDUCATION AND EXPERIENCE

• High school diploma or GED; and
• One year of call center experience preferably in a healthcare setting 
• Experience with Microsoft Office Suite;
• Experience with data entry (typing accurately and quickly within systems)
• Bilingual English/Spanish preferred.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Strong computer and data entry skills.
• Excellent customer service, communication, and listening skills.
• Ability to work effectively with patients, providers, and team members.
• Detail-oriented with strong organizational skills.
• Ability to multitask in a fast-paced environment.
• Willingness to learn medical billing, insurance, Medicare, and Medicaid processes.
• Commitment to compliance, confidentiality, and professionalism.
• Adaptability, team work, and stress tolerance
• Ability to learn Medicare, Medicaid and other third party payers.
• Knowledge and familiarity with compliance program. Cooperate fully and comply with laws and regulations.

PHYSICAL CHARACTERISTICS/WORKING CONDITIONS

A person in this position has to be able to prioritize and respond to the diverse demands of the position. There are frequent opportunities to relax from any physical exertion, change position in work activities, or break from computer application tasks.

• Physical Effort and Dexterity: Good dexterity to operate personal computer and office equipment. Occasional lifting and carrying related to office duties.
• Machines, Tools, Equipment required to be operated: Capable of using office machines and personal computers for word processing, data entry and spreadsheet applications.
• Visual Acuity, Hearing, Speaking: Must be able to read a computer monitor and outputs accurately. Must be able to communicate clearly and accurately for work and safety compliance.
• Environment/Working Conditions: Work is mostly inside an office in a controlled environment. Normal office safety precautions and practices are required. Work regularly scheduled Monday-Friday, although weekends and evenings may be required to meet deadlines.