Call Center Representative

Job Title: Call Center Representative

Department/Group: Business Office/RCM

Position Type: Hourly non-exempt

JOB DESCRIPTION

Dermatology Solutions Group, LLC (“DSG”) provides professional management services to Southeastern Dermatology Group, P.A. (“SEDG”), a medical practice headquartered in Panama City, Florida with locations throughout the Southeast. SEDG has a professional team of physicians who are trained in the medical and surgical sub-specialty of dermatology.

PURPOSE:

Under the supervision of the Lead Call Center Representative, a Call Center Representative answers multiple phone calls, schedules patient appointments & verifies patients insurance & enters in the patient’s information into the eClinical Works database. Also receives supervision from the Business Services Manager.

SERVICE ORIENTATION:

This position is patient focused with the objective of ensuring positive patient experiences and outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greets patients by answering multiple phone lines for all of the satellite locations.
• Identifies patients by asking for date of birth &/or name in the computer system and creates a new account and updates established accounts.
• Identifies payer sources, verifies insurance eligibility, financial status and assigns correct payer type.
• Protects patients’ rights by maintaining confidentiality of personal and financial information and follows HIPAA regulations.
• Maintains operations by following policies and procedures and reports changes as needed.
• Contributes to team effort by accomplishing related results, as needed.
• Routinely demonstrates superior customer service skills.
• Answers the telephone in a timely & polite manner.
• Communicates with patients, internal as well as external customers, in a courteous, professional, cooperative & mature manner.
• Schedules ‘New’ & ‘Established’ patient appointments for all locations.
• Must have the ability to multi-task (high paced work environment).
• Must have the ability to adapt daily to numerous changes in scheduling procedures.
• Distributes incoming faxes within the entire company.
• Scans numerous documents into patient’s charts daily.
• Calls ‘NO SHOW’ appointments to reschedule & makes appropriate notations in the eClincal Works Database.
• Responsible for keeping track of how many patients cancelled or rescheduled their appointment for their assigned provider(s).
• Reviews Practice Management System (eClinical Works) for Information that needs to be updated. Works with patients on the phone to obtain updated information & accurately enters the information into the eClinical Works Database using proper English grammar, spelling, and syntax.
• Effectively uses EMR system to document patient records using proper English grammar, spelling, and syntax.
• Staff will be cross trained to cover the Front Desk: Patient Service Representative, as needed.
• Maintains strict confidentiality.
• Performs other related duties as assigned.

SKILLS:

• Must be highly professional in appearance, tone and delivery and an effective communicator.
• Dedicated to follow-thru and results.
• Knowledge of dermatology practice preferable.
• Must be an exceptional listener, with the proven ability to problem-solve issues discussed.
• The ability to work independently and in a group setting, high integrity, reasonable and thoughtful judgment, a sense of urgency and analytical and intuitive skills.
• Ability to deal diplomatically with complaints and function well under pressure.
• Have high levels of critical thinking skills, negotiation skills, and the ability to interact with a broad spectrum of individuals.

EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

• High school graduate or GED.
• One year medical experience working in a physician’s office, or equivalent combination of training and experience preferred.
• Proficiency in the operation of a computer keyboard (30 WPM minimum) and ability to work effectively with Microsoft Office Products.

QUALIFICATIONS:

• Must be able to tolerate sitting and working at a desk for 8 hours per day.
• Must have full range of body motion with the ability to push, pull, reach, bend, stand, stoop, stretch, lift, and carry up to 20 pounds.
• Have the hand-eye coordination and manual dexterity needed to operate a keyboard, photocopier, telephone, calculator and medical equipment.
• Have a normal range of hearing and eyesight to record, prepare and communicate appropriate reports; specific vision requirements: close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.
• Must have a valid driver’s license and good driving record.

ADDITIONAL NOTES:

• Work at other jobs or office locations, as required.
• Occasional travel may be required.

WORK ENVIRONMENT:

The work of this position is performed in an environmentally controlled office environment. The position requires the ability to work under pressure and with a diverse population, including staff, physicians, clients, patients, insurance companies and other members of the public on a regular basis. The position may cause frequent exposure to communicable diseases, bodily fluids, toxic substances, radiation, medicinal preparations and other conditions common to a clinical environment.