POSITION SUMMARY STATEMENT

Call Center:

If an employee's main tasks are dedicated to incoming calls in a Call Center environment; the primary purpose of this position is to handle incoming calls while maintaining a minimum of 93% availability of staffed sign rapidly and accurately on time during scheduled hours. Employees will meet the department specific agent expectations regarding measurement and follow the defined guidelines and processes of the department.

Front Desk:

The primary responsibilities for employees providing support within a department are to greet patients, collect co-pays, schedule follow-up appointments and referrals and support departmental clerical duties. Both areas will provide support to the department/site ensuring quality service through timely and courteous assistance and provide service support to patients who request our care.

Work schedule:

Monday - Friday 9:00am - 5:30pm with Occasional Weekends

MINIMUM QUALIFICATIONS

Education, Experience or Equivalent Combination:

6 months related experience

Licensure/ Registration/ Certification:

NA Knowledge, Skills, and Abilities:

Accurate computer/keyboarding skills required. Demonstrates knowledge of age-related growth and development principles necessary to provide appropriate service and assure safety of patients. Must be proficient in the operation of the following types of equipment: telephone and headsets, PC, printer, photo copier and fax machine.

PREFERRED QUALIFICATIONS

Education, Experience or Equivalent Combination:

Some medical background preferred.

Licensure/ Registration/ Certification:

NA Knowledge, Skills, and Abilities:

Strong verbal and written communication skills Human relations sensitivity and customer service skills Listening and telephone etiquette skills Medical terminology knowledge desirable Comfort in asking patients for copays and race collection. Ability to promote and maintain good patient relations and patient confidentiality. Ability to work in a fast-paced and structured environment. Ability to sit for long periods of time. Ability to key for long periods of time.

ESSENTIAL DUTIES

Answer incoming calls in queue and support department internal lines. Transfer calls accurately Use provided scripts to support patient interactions. Review and understand individual and team measures that support service goals. Direct emergency calls in an appropriate manner according to department guidelines. Greet and direct patients to appropriate patient care areas. Perform patient check-in functions. Complete necessary paperwork to support the patient visit. Complete the closing process for collection of payments and co-pays. Conduct patient reminder calls or prepare written notification for scheduled appointments. Establishes and maintains department files and providers' schedules. Keeps patients informed of office delays. Follow department's emergency walk-in process. Schedule appointments according to provider rules and guidelines. Confer with patient to obtain and confirm pertinent billing and demographic information. Complete the registration process in an accurate manner. Direct patients with insurance questions/concerns. Provide information to patients regarding locations and services. Supports referral process. Documents service requests. Assure excellent proficiency in customer service skills. Promote and maintain good patient relations and confidentiality. May act as a mentor for new hires. Supports and collects information for process improvement initiatives. Supports and participates in the team environment that allows clear communication, positive support, and innovation. Maintains neat and professional work area respectful of team members. Performs other duties as assigned. •Job description rankings/percentages are intended to reflect normal averages over an extended period of time, and are subject to daily variances. Quality and efficiency standards should at no time be compromised to meet the average expectations expressed above. Job descriptions are subject to change to accommodate organization or department needs.