Under the supervision of the Call Center Manager, and according to specified procedures, operates a console telephone switchboard, works within the Meditech software system in order to relay incoming, outgoing and inter-office calls; schedule patient appointments, verify insurance, perform various hospital communications and clerical duties; acts as hospital receptionist systemwide.
Proficiency in computer skills (accurate data entry), professional communication skills, ability to multi-task, critical thinking skills (ability to assess calls and triage accordingly to nursing staff).
Knowledgeable of medical terminology and ICD-10 codes.
Professionally answers and screens outside calls, schedules appointments (appointments/phone assessment, procedures, education), receives referral form, insurance cards, diagnosis codes, demographic information, inputs all information into appropriate database; may or may not transfer call(s) to other department(s) or extension(s).
Assist with Patient Portal questions and registration.
Ensure patients understand time, place, needs for appointments, procedures, education.
Professionally answers and screens in-house calls in order to schedule appointment(s)/procedure(s), send electronic messages to providers via secure portal/email, request(s) for pages, checkouts and outside.
Retain and log pre-certification and pre-authorization on approved spreadsheet (submit on behalf of physicians as appropriate, provide copy of submission)
Assist with maintaining file of hospital personnel and departments by name and extension numbers as well as phone numbers of hospitals within the area.
Solves problems in a way to avoid unnecessary conflict.
Portrays a positive attitude with co-workers, visitors and patients needs.
RESPONSIBLE TO: Call Center Manager
Must be a High School graduate or equivalent.
Must have pleasant voice and personality, understanding of medical terminology, ICD-10 codes, insurance verification process.