Call Center Representatives

PRIMARY PURPOSE: Call Center Representatives must have a high level of professionalism, accuracy, and timeliness. Under the direction of the Front Desk / Billing Supervisor, the Call Center Representative will not only be helpful to patients but other staff members. The Call Center Representative must ensure patient’s registration is completed accurately and thoroughly. Once patients have completed the registration process, the Call Center Representative will alert the medical assistant and/or phlebotomist that the patient is ready for clinical triaging

ESSENTIAL JOB FUNCTIONS:

·        The Call Center Representative instructs patients to complete medical forms, review patient account status, and update information including address, phone number, and financial classification. 

·        Representatives will collect payment information, gather, review, and enter patient’s insurance, scan all documents to complete registration, and collect/enter co-pay deductibles. 

·        The Call Center Representative will also manage prescription refills faxed from other facilities and place them in the appropriate medical provider’s mailbox. 

·        After registration is completed the Call Center Representative will highlight electronically that the patient is ready for clinical triaging and instruct the patient on where to proceed next. 

·        The Call Center Representative will have the ability to promote a positive and cooperative work environment by communicating problems and workflow issues with the supervisor and/or Medical Director and handling conflict appropriately. 

·        This position also entails being able to float to assist the front desk staff if needed by answering phones, scheduling appointments, checking patients into the computer system

·        Must also be able to respect the culture, values, and opinions of others.

·        Other duties as assigned.

 REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

·        Knowledge of patient registration tasks and front desk operations.  

·        Ability to orally communicate effectively with others, with or without the use of an interpreter.

·        Ability to communicate effectively in writing using the English language, with or without the use of auxiliary aids or services.

·        Ability to review, understand, and apply concepts presented in training programs, conferences, and/or professional literature.

·        Clear understanding that sister agency CAP provides information on educating individuals on safer sex practices which would include but not be limited to, exposure to explicit language, explicit printed material, and descriptions of explicit sexual activities as part of the agency’s mission in the prevention and transmission of HIV disease.

Perform other duties as assigned.

 PHYSICAL REQUIREMENTS:

·        Ability to endure short, intermittent, and/or long periods of sitting and/or standing in the performance of job duties.

·        Need to travel to off-site locations, attend meetings, workshops, seminars, and travel to other FoundCare departments and FoundCare conference rooms.

·        Accomplish job duties using various types of equipment/supplies, e.g. pens, pencils, calculators, computer keyboard, telephone, etc.

 MINIMUM QUALIFICATIONS:

·        High school diploma or GED.

·        Possess 1-2 years of office/clerical skills. 

·        Outstanding customer service skills and the ability to interact and work with diverse populations. 

·        Capable of high volume data entry, and PC proficiency.

·        Experience in medical records and electronic billing systems.

·         Health Insurance experience.

·        Knowledge of community/ insurance programs.

·        Previous cash posting and accounts receivable experience.

·        Excellent interpersonal, organizational, and communications skills. 

·        Flexible schedule allowing for evenings.

·        Ability to interpret, adapt and apply guidelines and procedures

·        Ability to establish and maintain effective working relationships with patients, medical staff, coworkers, and the public

·        Ability to read, write and communicate effectively orally and in writing

·        Ability to handle various special projects on an ongoing basis while addressing the daily needs of the department.

·        Ability to complete projects with minimal directions/instructions.

·        Maintain patient and family confidentially.