Please ensure Javascript is enabled for purposes of website accessibility

Call Center Representative

Category

Position Control #

03-5009-069

Status

Location(s)

FLORIDA COMMUNITY HEALTH CENTERS, INC.

FLORIDA COMMUNITY HEALTH CENTER

As a member of our team, you will join us in embarking on a mission to provide accessible, cost effective, high quality, comprehensive health care to all persons in our communities.

If you are passionate about advocating for the provision of health care services, then this is the organization for you!

We offer:

  • Competitive pay
  • Rich Health care benefits
  • Generous vacation and sick days
  • Robust 401k motion

ADA: Full time position. Ability to sit and/or stand periodically during workday and lift up to 30 lbs., when necessary. Computer data entry a portion of job duty.

OSHA: Must adhere to universal precautions, to include blood borne pathogen protection, at all times.

Position Summary: The Call Center Representative serves as the primary contact for patients and other customers attempting to schedule an appointment, reach their provider, or ask general questions involving CHC. The Call Center Representative is responsible for providing first class customer service and ensures that all necessary data is completed properly, accurately and thoroughly. In addition, communicates to the patient pertinent information with regard to any financial balances and/or any instructions prior to and upon arrival of scheduled appointments. The Call Center Representative provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery

Role and Responsibilities:

  • Employee has a working knowledge of and is able to explain all aspects of the Medical Records Policies and Procedures. (i.e. medical record request process
  • Responsible party and patient demographics including address verification are completely entered into the system in accordance with the policy and procedure manual to include name, date of birth, social security number, income, family size, alerts, extended member data, etc. Patient status in the EHR is updated timely
  • Employee accurately explains patient responsibility for all payor codes. (i.e., insurance, sliding fee scale, Medicaid, Medicare, and special programs).
  • Retrieves messages from phone voice mail in a timely manner (and responds to patient needs according to medical priority). Documents all incoming calls on paper phone log and transfers information to the electronic telephone template prior to “tasking providers” and clinical support staff.
  • Responds appropriately within skill level and documented departmental policies and when appropriate, seeks provider advice when responding to patient’s medical care
  • Follows through in a timely manner on patient requests
  • Answer the telephone in a courteous and professional manner
  • Provide “warm” transfers (ensure transferred call recipient is notified of caller’s name, reason for call, etc.) for external and internal callers, when not forwarding to a queue
  • Schedule patient appointments according to FCHC protocols
  • Take accurate, detailed messages from patients for providers and other office staff
  • Ensure patient’s demographics and insurance information is verified and corrected as required
  • Inform patient (at time of scheduling) of their responsibilities (i.e. coming on time, bringing insurance card, fasting if appropriate, etc.)
  • Perform outbound calls in an attempt to contact the patient in order to confirm the scheduled appointment
  • Maintain proper and accurate documentations of all activities.
  • Maintain minimum monthly performance expectations such as: Average Calls Answered, Average Talk Time, Patient Satisfaction scores; and any other phone metric requirements
  • Maintain patient confidentiality at all times in accordance with HIPPA regulations
  • Perform other duties as assigned
  • Employee has a working knowledge of and is able to explain all aspects of the Medical Records Policies and Procedures. (i.e., terminal digit, medical record pulling/filing, medical record organization, purging inactive charts, report filing, release of records, subpoenas etc.)
  • Greets patients as they arrive, has patient sign in and verifies their status (appointment). Maintains a warm and friendly environment and exhibits good customer service
  • Properly performs appointment processing to include pulling and preparing medical records the day before scheduled appointment, and utilizes the automated appointment system according to center policy following provider templates
  • Responsible party and patient demographics including address verification are completely entered into the system in accordance with the policy and procedure manual to include name, date of birth, social security number, income, family size, alerts, extended member data, etc. Patient status in the Catalyst system is updated timely.
  • Properly identify and verify third‐party coverage, sliding fee scale eligibility and complete appropriate forms (i.e., insurance verification form, Availity, Medicare questionnaire [MSP], Medicaid verifications, etc.). Obtain proof of income annually with tax return or three consecutive pay stubs. Ensure proper pay codes are added to account including selecting proper carriers and ID numbers as required for accurate billing.
  • Understand definition of and determines migrant seasonal farm worker status, homeless status, and properly enters into the system
  • Employee accurately explains patient responsibility for all payor codes. (i.e., insurance, sliding fee scale, Medicaid, Medicare, and special programs).
  • A properly executed consent for treatment is obtained according to policy

Qualification and Education Requirements

Minimum Requirements (experience, training, and education): To effectively fulfill this position, candidate must meet the following requirements:

  • High School Graduate or Equivalent
  • One (1) year of Data Entry/Medical Office Experience
  • Strong Customer Relations Skills
Applicant Name(Required)
Are you willing to travel to different centers?(Required)
Accepted file types: pdf, docx, doc, rtf, txt, Max. file size: 8 MB.
Hidden
Hidden
Locations
Hidden
Hidden
Hidden