Overview
Job Summary:
Assists patients with scheduling appointments in a friendly, professional manner. Answers calls courteously and promptly, providing accurate information. Ensures high standards of customer service and phone etiquette. Supervisors are available for escalated issues.
Education/Experience:
- High school diploma or GED, plus one year of office or customer service experience.
- Experience in a fast-paced, high-volume setting handling phones and electronic messaging.
- Medical terminology and Spanish language skills preferred.
Licensure/Certification:
- Passing score on departmental data entry test.
Essential Functions:
- Uses computer systems to schedule, update, and cancel appointments following set guidelines.
- Follows policies to ensure accuracy in registration, billing, and authorization records.
- Works with team members to complete assignments and meet call rate targets.
- Screens calls, documents scheduling information, and communicates with clinical departments.
- Assists with patient care documentation, insurance requirements, and clinic paperwork.
- Helps improve customer service processes and problem-solving within the department.
- Acts as a courteous liaison between patients, medical staff, and external agencies.
- Performs other related duties as assigned.
Skills/Qualifications:
- Strong communication and multitasking abilities.
- Problem-solving skills under pressure.
- Maintains professionalism and service-oriented relationships with patients and staff.
Work Environment:
Physical Requirements:
- Frequent standing, walking, sitting, bending, and reaching.
- Requires finger dexterity, talking, hearing, and seeing.
- Lifting up to 20 lbs regularly, occasionally up to 50 lbs.
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