Patient Liaison

Heritage Medical Associates, P.C.; Nashville (TN); Presencial; USD 21.000 - 30.000; Tempo integral

Resumo da vaga

Heritage Medical Associates, P.C. in Nashville seeks a New Patient Liaison to provide exceptional customer service, route new patient calls, and manage intake documentation. You will track patient interactions, coordinate with locations, specialties, and physicians to optimize scheduling, and maintain accurate Excel-based reports.

The role emphasizes reliable attendance, professional communication, and ability to work in a fast-paced clinic environment with a strong focus on patient experience.

Qualificações

• High school education or equivalent.
• Minimum 1-year customer service in a medical office or call center.
• Healthcare call center experience preferred.
• Computer skills (Windows 7 or higher) required.
• Proficiency in Microsoft Office Suite with emphasis on data entry into MS Excel.
• Typing accuracy of at least 35 WPM.

Responsabilidades

• Answers incoming calls for appointment requests and promptly returns patient messages.
• Responds to, resolves and tracks incoming appointment requests from Heritage Medical Associates website and Health Partners.
• Determines appropriate location, specialty, and physician, based on the patient and physician needs, to route new patients for scheduling.
• Tracks initial and follow-up patient contact at all stages of the intake process in Excel, referencing our practice management software.
• Creates and maintains tracking reports.
• Assists with other duties and projects as assigned.
• Maintains a clean and orderly work area.

Conhecimentos

Customer service

Typing speed

Phone etiquette

Formação

High school diploma or equivalent

Ferramentas

Microsoft Excel

MS Office Suite

Descrição da vaga

Reports to: Manager of Population HealthSchedule: Must have reliable and consistent attendance. 40 hours a week Monday - Friday (8 hour daily shifts), but this position has the ability to set their own start time at either 7:30 AM or 8:00 AM (option for a 30-minute or a 1-hour lunch)Main Location: Highwoods Corporate Office - West End (Downtown Nashville)Employee Type: Willing to consider an experienced Medical Office Professional with a great attitude, strong patient appointment scheduling, and health insurance experience.SUMMARY: The New Patient Liaison is committed to a high level of customer service while answering and routing new patient and staff calls appropriately. The New Patient Liaison must be pleasant, patient and helpful during every call with internal clients and patients to reflect our quality care standards. The Liaison is responsible for all supplementary documentation to monitor the effectiveness of our intake process and make recommendations to improve.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.Answers incoming calls for appointment requests and promptly returns patient messages.Responds to, resolves and tracks incoming appointment requests from other vehicles including the Heritage Medical Associates website and Health Partners.Determines appropriate location, specialty, and physician, based on the patient and physician needs, to route new patients for schedulingTracks initial and follow up a patient contact at all stages of the intake process in excel, referencing our practice management software.Creates and maintains tracking reports.Assists with other duties and projects as assigned.Maintains a clean and orderly work area.SUPERVISORY RESPONSIBILITIESThis job has no supervisory responsibilities.EDUCATION and/or EXPERIENCEHigh school education or equivalent.Minimum 1-year customer service in a medical office or call center.Healthcare call center experience preferred.Computer skills (Preferably Windows 7 or higher) required.Proficiency in Microsoft Office Suite with emphasis on strong data entry skills into MS Excel spreadsheets. Typing accuracy of at least (35 WPM) required test will be given.Maintain professional competence and skills necessary to effectively perform primary job duties.Working knowledge of health insuranceKNOWLEDGE, SKILLS, AND ABILITIESProvide personal attention and outstanding customer service on every call including listening and communicating effectively and speaking clearly with a professional and positive tone of voice.Good telephone etiquette skills.Ability to work responsibly with or without direct supervision.Must provide exceptional customer service and handle customer complaints with tact and diplomacy.Organizational skills and follow-through discipline and good time management skills.Skill in establishing and maintaining effective working relationships with patients, medical staff, and the public.Strong oral and written communication skills required.Attention to detail, accurate data input.Skill in maintaining records.Ability to communicate effectively both written and verbally.Possess the ability to adapt well to changes in workload and work locations.Ability to safeguard sensitive and confidential company information including patient PHI.Ability to maintain quality control standards.Ability to recognize problems and recommend solutions.Ability to interpret, adapt and apply guidelines and procedures.Ability to follow all company and clinic policies and procedures.Must have predictable and consistent attendance and follow all attendance policies.CERTIFICATES, LICENSES, REGISTRATIONSNone required.PHYSICAL DEMANDSMust be able to stand or walk for 8 to 10 hours a dayRequires regular walking, bending, pushing, pulling, twisting and liftingMust be able to lift at least 10-15lbsWORK ENVIRONMENTOffice environment-limited exposure to communicable diseases.No exposure to blood-borne pathogens or contaminated body fluids