Live Answer Representative

Tryon Medical Partners; Charlotte (NC); On-site; USD 19,286 - 24,796; Full time

Job summary

Tryon Medical Partners is seeking a Live Answer Representative to provide courteous information to patients, family members, and the healthcare team. The role manages registrations, scheduling, and basic billing inquiries in a professional, healthcare setting at the Live Answer office in SouthPark.

The position is full-time, Monday–Friday, 8 am to 5 pm, located in Charlotte, NC. Prior medical office or healthcare facility experience and EHR/scheduling familiarity are preferred.

Qualifications

• Minimum of one-year medical office or healthcare facility experience preferred.
• Experience with EHR and scheduling preferred.
• Experience serving customers in person and on the phone.

Responsibilities

• Serves as the first point of response to delivery system access and billing related telephone calls and messages.
• Ensures all calls are handled efficiently and in a timely manner.
• Takes requests for refills, labs and test results and routes to the appropriate team.
• Schedules patients with the correct physician and visit type.
• Assesss calls to determine triage needs and actions.
• Greets and assists patients, visitors and guests over the phone.
• Verifies and updates patient demographics and insurance information.
• Collects patient copays, deductibles and/or balances professionally.
• Answers basic patient billing questions or directs to billing office.
• Completes full registration process and forwards messages to staff as needed.

Skills

Customer service

Phone etiquette

Data entry

Communication

Education

High school diploma

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.