Live Answer Representative

Tryon Med; Charlotte (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Tryon Med is seeking a Live Answer Representative to provide courteous, professional information to patients, families, and healthcare teams. You will support accurate patient registration, verify demographics and insurance, and assist with scheduling and basic billing questions.

The role is full-time at our Live Answer office in SouthPark, working Monday–Friday 8 am–5 pm, with a focus on timely, accurate information flow and patient service excellence.

Qualifications

• Experience in medical office or healthcare facility preferred.
• Experience with patient registration and scheduling preferred.
• Excellent communication and professional demeanor in healthcare setting.

Responsibilities

• Answer patient calls and route to appropriate team.
• Register patients accurately and verify demographics and insurance.
• Collect copays and balances professionally.
• Schedule appointments with correct physician and visit type.
• Assist with triage and patient billing questions.

Skills

Medical office experience

Phone etiquette

Customer service

Data entry

Communication skills

Education

High school diploma

Some college

Tools

EHR systems

Scheduling software

Job description

Live Answer Representative

General Job Summary:

Receives and provides information to patients, significant others, healthcare teammembersand guests in a courteous and professional manner.Providesan accurateandtimelyregistration processtothe patients.Performsdutiesof Live Answer.

(This is a full time position that will be located at our Live Answer office in SouthPark, Monday - Friday 8 am to 5 pm)

Primary Job Responsibilities/Tasks may include, but not limited to:

Live Answer Representative responsibilities include:

• Serves as the first point of response to delivery system access and billing related telephone calls and messages. Ensures resolution of each patient's concerns by directly addressing the issues or, if needed, escalating the issue to a point of resolution.
• Ensures all calls are handled efficiently and in a timely manner.
• Takes requests for refills, labs and test results. Sends them to the appropriate team.
• Schedules patients appropriately, with the correct physician and with the correct visit type.
• Ability to assess a phone call to determine if triage needs to handle call.
• Answers inbound and/or makes outbound telephone calls as assigned and appropriately directs callers.
• Greets and assists patients, visitors and guests over the phone. Acts with a sense of urgency when dealing with patients and workflow.
• Verifies all patient's demographic information ensuring that all personal information is correct.
• Verifies and enters patient's insurance information into our system accurately and verifies that we are in network with carrier.
• Collects patient copays, deductible and/or balances in a professional manner.
• Answer basic patient billing questions and/or directs to billing office.
• Monitors and resolves registration errors.
• Acts and communicates in a professional manner, appropriate for the healthcare setting.
• Verifies patient's information.
• Complete full registration process.
• Send messages to the appropriate staff to ensure the patient's needs get handled in a timely manner.
• Other duties as assigned.

Requirements

Education:

• High school diploma; some college preferred

Experience:

• Minimum of one-year medical office or healthcare facility experience preferred.
• E.H.R. and Scheduling experience preferred.
• Experience serving customers in person and on the phone.

Physical Requirements:

• Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.
• Must be able to lift and support weight of 35 pounds.
• Ability to concentrate on details.
• Use of computer for long periods of time.
• Must be able to speak and articulate clearly.