Call Center Medical Receptionist
Company: HealthFirst Family Care Center Inc.
Posted on: January 16, 2022
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
The hours for this position are:
DUTIES and RESPONSIBILITIES:
Welcomes and greets all patients and visitors, in person or over
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
Handles large volume of inbound and outbound calls in a timely
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
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
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
Maintains utilization of provider's schedules, by scheduling
appointments, managing a cancellation list, and addressing no
shows. Rescheduling appointments when necessary due to
Cross-trains in a minimum of 1 other job function or position
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
Maintains personal Desktop
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
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
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
Keywords: HealthFirst Family Care Center Inc., New England , Call Center Medical Receptionist, Healthcare , Franklin, Northeast
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