CARE CENTER AGENT
On-siteButler, Pennsylvania, United States or Pennsylvania, United States
Job Summary
Schedule office appointments for patients by phone, utilizing customer service skills to understand their needs and obtain accurate demographic and insurance information. Maintain the scheduling system to ensure records are accurate, promptly inputting updates for cancellations or additions. Obtain referrals and authorizations while verifying proper insurance details to maximize reimbursement with third-party payers. Communicate calmly with patients, staff, and supervisors regarding appointment details or system issues, escalating calls to clinical agents when necessary. Perform other duties as assigned. This role requires a high school diploma, basic computer skills, and the ability to type 35 words per minute.
Required Qualifications
- High School Diploma or equivalent
- Proven basic computer skills
- Ability to type 35 words per minute
- Medical Terminology
- One year experience in a switchboard, medical practice, or call center
- Standing - Remaining on one's feet in an upright position remaining stationary
- Walking - Remaining upright on one's feet, and moving about
- Sitting - Body remains in a seated position
- Twisting - To rotate the upper body forward
- Reaching Horizontal - To extend the arms and hands outward, remaining under shoulder height
- Reaching Overhead - To extend the arms and hands up and out over shoulder height
- Grasping - Using functional gripping of the hand to handle an object
- Finger Manipulation - To manipulate objects with the use of fingers
- Seeing - Using visual feedback to accomplish a task or activity
- Hearing - Using sound feedback to accomplish a task or activity
- Repetitive Upper Extremity Use - Using the arms and/or hands continuously or more than 2/3 of the total time
- Working alone
- Constant interruptions
- Exposure to solvents, grease, oils
- Exposure to radiant energy, ie computer terminal (more than 4 hours per shift)
- Working with bloodborne pathogens
- Sedentary to Light
- Schedules appointments for patients by phone when they call in following medical practice scheduling protocols
- Utilizes time management and customer service skills to facilitate phone calls with patient, staff, and others
- Communicates calmly and clearly with patients about appointments in all circumstances
- Maintains scheduling system to ensure records are accurate and complete
- Confirms that updates (i.e., cancellations or additions) are input into the master schedule promptly
- Stays up to date with system services to facilitate efficient and timely patient access
- Obtains referrals, authorizations, and demographic information for patients
- Verifies insurance information to maximize reimbursement with all third party payers
- Communicates as needed with supervisor about any patient concerns/issues related to scheduling and/or system problems
- Analyzes situation and responds appropriately including when to elevate call to a clinical agent and/or supervisor
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