PCC Clinical Services 3 Representative

Pediatric Associates Family of Companies; Oregon; Ibrido; USD 22.000 - 30.000; Tempo pieno

Descrizione del lavoro

Pediatric Associates Family of Companies is seeking a Remote Patient Contact Center Representative to handle incoming calls, triage, schedule appointments, verify insurance, and document in XPM/EHR systems. The role requires professional communication, HIPAA compliance, and the ability to follow scripts while delivering compassionate service.

You'll work in a remote schedule with rotating shifts, supporting patients across our network and providing timely, accurate information and referrals as

Competenze

• High School diploma or equivalent.
• 1 year of call center experience preferred.
• Licensed clinical staff: RN license if acting as clinical agent.

Mansioni

• Answer incoming calls with a professional, upbeat attitude.
• Register new patients and verify insurance information.
• Schedule appointments and identify future visits.
• Document accurately in XPM/EHR and other systems.
• Maintain HIPAA-compliant information collection.
• Handle customer inquiries and resolve issues.
• Provide information about products/services and facilitate referrals as needed.

Conoscenze

Verbal communication

Written communication

Interpersonal skills

Teamwork

Multitasking

Attention to detail

Coaching and mentoring

Organizational skills

Formazione

High School diploma

Strumenti

XPM/EHR

Contact Recorder

IVR

Automated Call Distribution (ACD)

PowerPoint

Microsoft Office

Descrizione del lavoro

Remote Opportunity

Schedule:Week 1: Thursday - Sunday OFF, Monday-Wednesday 6:00pm-7:00amWeek 2: Friday – Sunday 6:00pm-7:00pm, Monday-Thursday OFF

PRIMARY FUNCTION

Answer incoming calls from our patients and can triage high acuity patients to provide outstanding customer service in support of our mission, goals, and values.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls by welcoming patients with a professional, upbeat, friendly attitude.
• Follow prepared scripts based on call type.
• Register new patients by gathering pertinent information and entering XPM system.
• Verify insurance coverage and information.
• Set patient appointments upon request and identify future visits.
• Document accurately and efficiently within all systems (XPM, CRM, EHR).
• Document all questions and messages for Clinicians and label them properly using our telephone communication access protocol.
• Data entry and maintenance of customer databases.
• Properly obtain and confirm patients/caller information abiding by HIPPA law.
• Collect all necessary and pertinent information over the phone to facilitate timely and accurate physician follow-up.
• Complete any necessary referrals requested by telephone contact for provider approval.
• Provide customers with product and service information.
• Respond to patient inquiries.
• Research required information using available resources.
• Communicate with offices when necessary.
• Handle customer complaints and other customer support related issues and provide customers with proper solutions.
• Meet established standards within all performance criteria.
• Attend any necessary training/meetings to be up to date on protocol changes and available training.
• Other duties may include, but are not limited to, outbound calls, copying, faxing, etc.

Below are additional functions of the job for Patient Contact Center Representatives that will perform as clinical agents: (This list may not include all the duties that may be assigned.)

• Provide medical guidance via telephone using our telephone communication access protocol, clinical triage algorithms, and clinical judgment.
• Document all medical advice given over the phone.
• Schedule appointments using clinical prioritizing protocols and our scheduling policies.
• Answer calls and questions from Patient Contact Center Representatives and can triage high acuity patients.

QUALIFICATIONSEDUCATION:High School diploma or equivalent.

EXPERIENCE:Prefer minimum of one year experience in a call center environment.

LICENSURE / CERTIFICATIONRepresentatives that are performing as Clinical Agents require at least one of the following licensures or certificates.Registered Nurse license required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of XPM/EHR and Contact Recorder desired.
• Familiar with automated call distribution, IVR, and skill-based routing systems.
• Must have strong verbal, written, and interpersonal communication skills.
• Experience with coaching and mentoring employees.
• Demonstrates ability to work well in a team environment.
• Strong multi-tasking skills.
• Attention to detail, accuracy and timeliness are critical.
• General PC knowledge including Microsoft Office, Internet, and Email.Needs to be proficient in Power Point.