Position Summary
Schedules and registers Medical Faculty Associates, Inc. (“MFA”) patients while providing effective customer service to all callers. Provides detailed information about the Department in addition to general information regarding the entire MFA. Provide oversight for the Access Coordinators and Schedulers.
Essential Duties and Responsibilities include the following: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
- Manage new patient referrals and appointments. Obtain all pertinent information to ensure optimal care coordination (medical records, test results, referrals, copays). Ensure that all new patients are well prepared for their first visit.
- Review department schedules to ensure appropriateness of scheduled appointments and backfill open slots.
- Route calls or messages to appropriate clinical teams for proper triage. Initiate prescription refill requests as needed.
- Schedule, coordinate, and reconcile all clinical telehealth appointments.
- Perform virtual and electronic patient registration and insurance verification.
- Use video-conferencing technologies, telehealth technology, and scheduling software to coordinate and connect staff, resources, patients, and providers in a manner effective for the delivery of services, patient care, education, and training.
- Accurately create and direct tasks to the appropriate individual, including admins, teams, providers, etc.
- Perform all registration for new patients and update registration information for established patients.
- Assess and process medication refill requests with adherence to current processes.
- Provide patient instructions verbally or in writing when necessary for patients to prepare for appointments.
- Respond to customer inquiries at the organizational level.
- Demonstrate effective call handling, including managing upset/dissatisfied customers. Appropriately identify and escalate priority issues.
Minimum Qualifications
Education:
High school graduate or equivalent required; two years of college is preferred. Knowledge of medical terminology or completion of a medical terminology course is desired.
Experience:
3-4 years’ work experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic, or healthcare call center. Experience utilizing a web-based computerized system for scheduling and Microsoft Office programs, Outlook, Word, and Excel, is required. Customer service experience is required; high volume contact center experience is desired. Must have working knowledge of insurance, processing prescription requests, referral intake, etc., and possess developed problem-solving skills. Typing speed of a minimum of 45 WPM is required.
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