Job Openings

Call Center Representative

Job ID: BH409150

Category: Call Center, Customer Service

Specialty: Other

Patient Services Advisor (Customer Service Representative)

Summary of Duties:  Reports to the Manager, Team Leader, or designee, accurately coordinate, schedule and complete registration for ambulatory outpatient visits for assigned department(s). Responsibilities include collecting patient demographic and insurance information, verifying and communicating any patient liabilities, and collecting clinical information in response to scheduling questions. Position will explain any patient preparation requirements and coordinate with clinical departments regarding protocols and modifications to scheduling protocols. Position may also be expected to answer non-scheduling requests, as appropriate, or accurately transfer patients to the department able to address their question.

Essential Functions:

    1. Answer incoming telephone calls within acceptable timeframe and greet patient in friendly manner, following pre-approved script. 

    1. Correctly identify patient in electronic health record system using two patient identifiers by obtaining correct information from patient or caller. 

    1. Accurately schedule appointments according to Epic Decision Trees, ensuring that all elements are complete and accurate, including visit type and appointment notes. Appropriately escalate clinical calls to the right team as required. 

    1. Collect minimum data set information for all patients and ensure it is accurately recorded in Epic charts.

    1. Perform an accurate and complete registration and ensure that all elements are complete and accurate. 

    1. Accurately document all insurance information and verify via Passport. Communicate patient liability (e.g., expected co-pays) as appropriate. When needed, communicate to the patient if they need to inform their insurer of any changes (e.g., PCP change, new address). Ensure guarantor information is obtained, validated and documented.

    1. Reschedule and cancel appointments within Cadence as required. Support management of FastPass waitlist to fill unused gaps in provider schedules.

    1. Maintain excellent customer service practices while meeting department standards and metrics. Display a positive “first impression” to all callers. 

    1. Consistently meet Service Center performance expectations and key metrics established by the Team Leads and Service Center leadership.

    1. Navigate patients to appropriate Southcoast department for problem resolution. This may include transferring calls to Patient Financial Services, Billing, Referrals or other points of care within the system such as ED, Urgent Care and VNA.

Education and/or Experience: Equal to completion of four years of high school or GED required. Associates Degree in a related field or equivalent education and experience is preferred.  Previous call center experience is preferred.  Strong computer skills are required and must type at least 35 WPM. Previous experience with electronic health records is preferred. Very good organizational skills are required. Ability to listen and document simultaneously is required. Ability to utilize call center telephone systems, to multi-task, and work both independently and as a team is required.  Strong verbal and written communication skills and genuine service-orientation required.

The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Type: Direct

Location: Fairhaven, Massachusetts