Patient Experience Call Center Specialist

Tenet Healthcare; Lilburn (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Tenet Healthcare is seeking a Call Center Representative to assist patients with scheduling and inquiries, ensuring high-quality internal customer service and properly managed phone interactions. The role emphasizes accurate appointment management, patient confidentiality, and professional communication.

Responsibilities include scheduling at Marietta Eye Clinic locations, routing calls, educating patients about secure patient portal services, and documenting messages for triage or on-call

Qualifications

• Excellent customer service via phone with patients.
• Accurate appointment scheduling and management.
• Handle inquiries, referrals, and voicemail with minimal errors.
• Educate patients on secure patient portal services.
• Maintain patient confidentiality and professional conduct.
• Document messages and create tasks for TOC when needed.
• Add patient demographics and insurance details to the PM system.
• Follow office policies and work schedule.

Responsibilities

• Provide a remarkable Patient Experience by consistently using customer service skills to provide positive interpersonal interactions with patients over the phone and by insuring minimal error rates in working with patient
• Efficiently schedule Patients at locations within Marietta Eye Clinic within departmental guidelines and expectations
• Responsible for accurate new appointment scheduling, rescheduling, canceling, confirming classifications with minimal error rates as defined within departmental guidelines and expectations
• Effectively route incoming calls within Marietta Eye Clinic with minimal error rates as defined within departmental guidelines and expectations
• Provide accurate information regarding appointment scheduling, canceling, rescheduling, and confirming.
• Follow up with Patients in a timely manner as outlined within departmental guidelines and expectations in relation to inquiries, referrals, and voicemail messages.
• Monitor appointment queue and prioritize tasks in support of scheduling goals
• Educate patients on secure patient portal services and policies in accurate manner.
• Project a sincere, enthusiastic and courteous image at all times over the phone.
• Maintain patient confidentiality at all times.
• Must be able to handle team conflict in a professional manner as outlined in the company policies and procedures.
• Communicates patient related problems to management within a reasonable amount of time.
• Document messages and create tasks for TOC, when needed.
• Contact physician or technician to obtain approval for “work-in” or “schedule override” appointments as needed.
• Add patient demographics and insurance information to the practice management system. Information includes but is not limited to, name, address, insurance, email, telephone numbers, primary and referring physician with minimal error rate.
• Advise patient of any special instructions and directions to clinic.
• Must demonstrate proficiency in using current practice management system for registration, check out, medical record request, insurance matrix utilization, chart note documentation, TOC documentation.
• Maintains a clean and uncluttered appearance of the reception and front office area.
• Adheres to office policies outlined in the Employee Handbook.
• Responsible for reviewing emails daily and changing protocol as directed in email and other electronic communication.
• Follows assigned work schedule and hours
• Participates in staff development through morning huddles, staff meetings, continuing education courses, assisting other team members as needed, evaluations and constructive daily problem solving and conflict resolution.
• Perform other related duties as assigned.

Skills

Customer service

Telephone skills

Communication

Scheduling

Conflict resolution

Education

High school diploma or equivalent

Tools

Practice management system

Job description

Tenet Healthcare is seeking a Call Center Representative to assist patients with scheduling and inquiries, ensuring high-quality internal customer service and properly managed phone interactions. The role emphasizes accurate appointment management, patient confidentiality, and professional communication.

Responsibilities include scheduling at Marietta Eye Clinic locations, routing calls, educating patients about secure patient portal services, and documenting messages for triage or on-call