Call Center Specialists

The Christ Hospital Health Network; Cincinnati (OH); On-site; USD 32,000 - 46,000; Full time

Job summary

The Christ Hospital Health Network is seeking a front desk/appointment scheduling associate to support patient care coordination. The role includes answering calls, scheduling visits, and transferring questions through EPIC EMR to the right staff. You will verify patient information and stay current with insurance guidelines.

Ideal candidates have 1–3 years in customer service or a medical office setting, strong computer skills, and a commitment to confidentiality and excellent service.

Qualifications

• High School Diploma or equivalent required.
• 1–3 years of customer service experience required; medical office and scheduling experience preferred.
• Knowledge of HIPAA privacy requirements and confidentiality.
• Experience with EPIC EMR and basic office software skills.

Responsibilities

• Answer phone calls and schedule patient care activities.
• Direct questions via warm transfer or EPIC EMR messaging to the appropriate staff.
• Manage daily patient and physician scheduling to optimize satisfaction and resource use.
• Verify referrals and pre-certifications; update patient information per regulations.
• Prepare and mail or fax patient communications; maintain office organization.
• All other duties as assigned.

Skills

Customer service

Scheduling

EPIC EMR

Outlook

Word

Excel

HIPAA

Confidentiality

Education

High School Diploma or equivalent

Tools

EPIC EMR

Practice Management System

MS Outlook

MS Word

MS Excel

Job description

Job Description

Answers phone calls and schedules patient care activities. Facilitate flow of information between physicians, patients, and clinical areas. Obtains and verifies appropriate personal, demographic and financial information for the purposes of ensuring quality patient care through proper patient identification and maximum reimbursements for all billable clinical services rendered.

Responsibilities

Answers incoming telephone calls, schedules appointments and directs incoming call questions appropriately through a warm transfer or EPIC electronic medical record (EMR) messaging functionality to the appropriate staff. Performs phone system/answering service functions. Responds to patient, prospective patient, legal guardian and POA in a courteous, friendly manner.

Manages daily patient and physician scheduling. Schedules for all patient visits to optimize patient satisfaction, provider template utilization and treatment room utilization. Obtains, records, and updates personal and financial patient information per Medicare, State and Federal guidelines. Must stay abreast of current insurance rules and policies.

Manages various work queues in EPIC EMR as needed. Verifies referrals and performs pre-certifications as appropriate. Types, mails and faxes correspondence as needed, including patient letters, new patient paperwork, etc.

Prepares patient material/handouts as needed. Order office supplies and maintains a clean area.

All other duties as assigned.

Qualifications

EDUCATION: High School Diploma or equivalent/

YEARS OF EXPERIENCE: One to three years' experience Customer Service required. Medical office experience and 1-year prior scheduling experience preferred.

REQUIRED SKILLS AND KNOWLEDGE: Copier, fax, telephone system, postage equipment, and computer skills (Microsoft Outlook, Word, and Excel) required. Must be able to multi-task and maintain confidentiality. Must pass skills assessment tests and have the following skills:

• Strong verbal and social skills to facilitate working respectfully with patients, physicians, and co-workers in person or by telephone. Excellent customer service skills.


• Excellent computer skills in order to utilize Electronic Medical Records systems to find and print records and to scan new records into the system and to utilize the Practice Management System to find whether or not a patient has been seen by this practice, to enter registration data, to scan insurance cards or other identification.


• Knowledge of health insurance coverage, requirements.


• Basic Math skills.


• Analytical skills required to make decisions based on the facility and clinical situation at hand.


• Knowledge of and compliance with HIPAA privacy requirements.

LICENSES REGISTRATIONS &/or CERTIFICATIONS

NONE