Call Center Representative

Register and schedule patients' appointments by telephone utilizing the physician scheduler and individual departmental guidelines. Communicate with parents, patients, physicians, community doctors/staff and other staff in a courteous manner . Responsible for obtaining and validating patient information from various sources and to ensure information entered into the computer management system is accurate. Promote customer service environment.

• Provide client support to parent/guardian via phone for any or all of the following: on-line registration help; scheduling, rescheduling and/or canceling of appointments whether by parent/guardian or department; inform patient/parent of any departmental scheduling guidelines associated with appointment; reschedule all appointments related to clinic maintenance cancellation.

• Notify parent of the need for completed insurance referral form or any pre-authorization of treatment prior to scheduled appointment; discuss co-payment or payment in full requirements; counsel or refer parent to central business operation's financial counseling or establish a payment plan.

• Complete calls in an accurate and timely manner; transfer calls to appropriate areas as needed; notify manager/supervisor of difficult calls (clarification re insurance, problem callers, etc.); seek appropriate resources to solve problems effectively .

• Anticipate customer service needs to "prevent fires."

• Enter appropriate notes in the system; obtain necessary information for accurate and complete documentation of all registration printouts, consent documents and other forms.

• Anticipate customer service needs to "prevent fires."

• Work with insurance companies to verify insurance eligibility and coverage for anticipated services using EVS, ENVOY , Mamsi-online, UHC and calling insurance; obtain authorization and benefit information from insurance companies as appropriate; document authorization and information in Account Notes and fields.

• Collect and verify demographic, PCP/referring physician and insurance information.

• Make recommendations for internal process improvements.

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

• Anticipate and responds to customer needs; follows up until needs are met

• Demonstrate collaborative and respectful behavior

• Partner with all team members to achieve goals

• Receptive to others’ ideas and opinions

• Contribute to a positive work environment

• Demonstrate flexibility and willingness to change

• Identify opportunities to improve clinical and administrative processes

• Make appropriate decisions, using sound judgment

• Use resources efficiently

• Search for less costly ways of doing things

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance