At ScionHealth, we empower our caregivers to do what they do best. We value every voice by caring deeply for every patient and each other. We show courage by running toward the challenge and we lean into new ideas by embracing curiosity and question asking. Together, we create our culture by living our values in our day-to-day interactions with our patients and teammates.
Job Summary
The Call Center Representative position is responsible for scheduling and interacting with patients via telephone, face to face, email, and performs a range of duties which includes gathering required information in preparation for the patient's on-site appointment
Essential Functions
To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation
- Welcomes all patients and visitors by greeting patients and visitors in person or on the telephone
- Handles all incoming telephone calls from patients, makes appointments in Athena, and answers general questions and inquiries
- Uses Athena computer system to refer to existing patient information or set up new patients in Athena. Provides the patient with available timeslots to ensure full use of the physician timeslots
- Maintains registration flow by efficiently moving patients through the process and readying them for clinical staff using Athena's scheduling and EMR systems
- Communicates all add-ons, delays, cancellations, and "no-shows" to clinic staff and makes note in the patient's chart the date, time, and reason for any appointment cancellations/changes
- Interacts with patients by answering questions, providing information, and keeping the Reception/Call Center area in order
- Responsible for inputting very detailed information on the patient using a variety of computer screens
- After completion of the call and input of the patient information, checks records verifying the details entered and adds any additional notes that may be necessary
- Explains all current fees and patient financial responsibility and informs patient of payment required for existing balances due at or before next appointment
- Provides information to callers on practice policies and procedures such as what is required following physician template, using proper encounter codes, in preparation for appointment (insurance, id, etc.)
- Schedules to ensure efficient patient flow based on predetermined appointment availability
- Secures patient information and maintains patient confidentiality by completing and safeguarding medical records, completing diagnostic and procedure coding, and keeping patient information confidential
- Follows up with patients when they are a no show for an appointment and may make calls to patients asking if they were satisfied with the service they received
- Maintains general filing system and files appropriate correspondence electronically or manually
- Receives, directs, and relays telephone and fax messages
- Responds to calls efficiently. Does not put time saving before quality of service
- Maintain inventories of supplies and provide a list of what is needed to the supervisor
- Must be able to cover Call Center desk as needed
- Other duties as assigned
Qualifications
Education
- High School Diploma or Equivalent, required. Associate Degree preferred
Experience
- 1-3 years' experience in physician practice office preferred
