Call Center Medical Receptionist

Company: HealthFirst Family Care Center Inc.
Location: Franklin
Posted on: January 16, 2022

Job Description:

Description: This dual role provides both front desk and call center support both in person and over the phone. The Patient Service Representative acts as a liaison between our patients and our care teams. The Patient Service and Call Center Representative resolves customer issues, responds to inquiries and appointment requests, and keeps patient satisfaction at the core of their decision making.
The hours for this position are:
Monday 8am-5pm
Tuesday 10am-7pm
Wednesday 8am-5pm
Thursday 8am-5pm
Friday 8am-5pm

DUTIES and RESPONSIBILITIES:
Welcomes and greets all patients and visitors, in person or over the phone.
Answers the phone while maintaining a polite, consistent phone manner using proper telephone etiquette and within 3 rings.
Respond to all voicemail messages within the same business day, calls after 4:00pm will be returned the following business day.
Responds to inquiries by patients, prospective patients, and visitors in a courteous manner, such as with prescription pick-ups.
Handles large volume of inbound and outbound calls in a timely manner.
Screens and route patient calls/phone notes to appropriate team member, ensuring accurate phone information, and message details are outlined in the EMR.
Verifies address, phone number and insurance information at each interaction.
Verifies patient consents are up to date and have patients complete new forms when necessary.
Protects patient confidentiality, making sure protected health information is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
Collects patient co-payment and discount program fees. Daily balancing of cash box and reconciliation forms.
Assist patients with ensuring accurate registrations, appointment scheduling and follow-up appointment scheduling is done according to procedure.
Checks patients in and out of appointments.
Maintains patient appointment waitlists for all providers.
Assists the patient or customer with pick up of prescriptions or other requests (i.e., medical records, paperwork, etc.)
Facilitates patient flow by notifying the provider of patients' arrival, being aware of delays, and communicating with patients and clinical staff.
Maintains utilization of provider's schedules, by scheduling appointments, managing a cancellation list, and addressing no shows. Rescheduling appointments when necessary due to vacations/meeting schedules.
Cross-trains in a minimum of 1 other job function or position within HealthFirst.
Meets with the Patient Services team monthly.
Participates in Monthly meetings for the designated Committee.
Helps keep the reception, waiting area and work area clean and organized.
Maintains personal Desktop
ORGANIZATIONAL EXPECTATIONS:
Support the Mission of HealthFirst
Interact with persons of various social, cultural, economic, and educational backgrounds in a respectful and dignified manner
Establish and maintain cooperative working relationships with co-workers and the public
Promote a positive work environment
Perform job duties and responsibilities in a manner that reflects the highest ethical and professional standards of conduct and performance
Present a professional, businesslike image to patients, visitors, and the public
Treat confidential information (including Protected Health Information) with respect and care, whether oral, written, or electronic in a manner that ensures its confidentiality
Work in a safe and responsible manner
. Requirements: EDUCATION/EXPERIENCE: High School Diploma or equivalent required. LNA or MA certification is desired. Minimum of 2-year experience in healthcare setting, with focus in medical administrative reception. Proficient in customer service and knowledge in medical terminology is require
KNOWLEDGE, SKILLS, and ABILITIES:
Phone skills, including familiarity with multi-line phone system.
Great active listening skills
Basic word and excel programs.
Strong time management and organizational skills
Exception interpersonal and rapport building skills.
Clear and effective communication
Computer literacy
Empathetic attitude.

Keywords: HealthFirst Family Care Center Inc., New England , Call Center Medical Receptionist, Healthcare , Franklin, Northeast