Call Center Specialists

The Christ College; Fort Wright (KY); On-site; USD 36,000 - 48,000; Full time

Job summary

The Christ College is seeking a friendly Front Desk/Patient Services Clerk to handle phone calls, schedule patient care activities, and coordinate information between physicians, patients, and clinical areas.

You will verify demographics and insurance, maintain patient flow, use EPIC EMR, and ensure accurate registrations while protecting patient privacy. A high school diploma and 1–3 years of customer service are required; medical office and scheduling experience are preferred.

Qualifications

• High school diploma or equivalent required.
• 1–3 years of customer service experience required; medical office experience preferred.
• Experience scheduling, patient flow, and using EMR systems.
• Ability to protect patient privacy and handle confidential information.

Responsibilities

• Answer incoming phone calls and schedule appointments.
• Direct questions to appropriate staff via warm transfer or EMR messaging.
• Manage daily patient and physician scheduling for optimal utilization.
• Verify patient demographics and insurance information per guidelines.
• Maintain and update patient records in EPIC EMR and related systems.
• Prepare patient materials and handle office supply management.
• Perform other duties as assigned.

Skills

Verbal communication

Customer service

Multi-tasking

Confidentiality

HIPAA compliance

Professional demeanor

Education

High School Diploma or equivalent

Tools

EPIC EMR

Microsoft Outlook

Microsoft Word

Microsoft 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:

1. Strong verbal and social skills to facilitate working respectfully with patients, physicians, and co-workers in person or by telephone. Excellent customer service skills.
2. 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.
3. Knowledge of health insurance coverage, requirements.
4. Basic Math skills.
5. Analytical skills required to make decisions based on the facility and clinical situation at hand.
6. Knowledge of and compliance with HIPAA privacy requirements.

LICENSES REGISTRATIONS &/or CERTIFICATIONS: NONE