Patient Support Specialist – Inbound Calls

CenterWell Senior Primary Care; The Villages (FL); On-site; USD 38,000 - 46,000; Full time

Job summary

CenterWell Senior Primary Care in The Villages, FL is seeking an Inbound Contacts Representative to serve as a central service and support provider for patients. You will handle inbound calls, confirm and reschedule appointments, and relay prescription updates with a patient-first approach.

You will work to meet scheduling targets and ensure accurate EMR notes, while upholding HIPAA compliance and company values in every interaction.

Qualifications

• 1+ years of customer/patient service experience.
• Experience in a medical office or high-volume call center.
• Experience using EMR software applications.

Responsibilities

• Be a champion for the organization’s brand, care model, care centers, services, clinicians, and the patient experience.
• Represent our core values to patients and co-workers.
• Provide superior patient service and support and care with a friendly, positive attitude. Answer important patient questions and/or determine the best next steps and resources for first call resolution.
• Send detailed messages to clinical and patient support staff in various departments and follow best practices for collaborating and servicing patient needs.
• Track and report all call inquiries in the EMR by logging a patient case of all patient interactions.
• Report the outcome of the call using wrap up codes.
• Meet performance goals and SLAs for call volume, call time, answered calls, and more.
• Meet specific quality measures for patient service and call resolution. Achieve and maintain scheduling utilization of 85% or higher.
• Adhere to compliance and HIPPA regulations.

Skills

Customer service

Medical office experience

EMR software

Education

Associate's degree

Tools

Athena

Radix

Counsel Ear

Job description

CenterWell Senior Primary Care in The Villages, FL is seeking an Inbound Contacts Representative to serve as a central service and support provider for patients. You will handle inbound calls, confirm and reschedule appointments, and relay prescription updates with a patient-first approach.

You will work to meet scheduling targets and ensure accurate EMR notes, while upholding HIPAA compliance and company values in every interaction.