Call Center Representative

Job Title: Call Center Representative

Reports To: Supervisor, Call Center

Job Summary: Confirms patient appointments and verifies patient insurance and demographic information.

Qualifications and Requirements:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Job duties may be modified at any time based on business needs.

Essential Job Duties:

• Answers phone calls expediently and refers inquiries to the appropriate parties as needed.
• Schedules and confirms patient appointments over the phone.
• Explains health center procedures to patients.
• Verifies medical insurance coverage and eligibility and expires any insurances that are not active.
• Verifies dental insurance coverage and eligibility, deductible, and maximum coverage.
• Informs patients of account balances and correct billing amounts.
• Notifies patients of insurance co-pays.
• Verifies patient demographic information.
• Ensures accuracy of information in telephone messages and deciphers the correct amount to charge self-pay or sliding fee schedule patients.
• Takes payments over the phone.

• Provides referral status information to patients.
• Working assigned weekends as required.
• Other duties as assigned.

Required Minimum Qualifications - Education, Experience, Certificates & Licenses:

• High School Diploma or GED.
• Three to six months customer service experience.

Preferred Qualifications - Education, Experience Certificates & Licenses:

• One year of experience in a medical setting providing office support preferred.

Required Language Skills:

• Ability to comprehend and compose instructions, correspondence, and communications in English in both oral and written format.
• Bilingual in English and Spanish may be required based on current staffing patterns, patient population, and/or duty assignment.

Physical Requirements:

• Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
• Ability to continuously remain in a stationary position.
• Ability to occasionally move about inside the workplace to access files, office machinery, etc.
• Possesses hand-eye coordination and manual dexterity necessary to constantly operate computers, telephone, and other office machinery.
• Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
• Ability to discern the nature of sounds at a normal spoken volume.

Other Required Knowledge, Skills, and Abilities:

• Ability to add, subtract, multiply, and divide in all measure, using whole numbers, common fractions, and decimals.
• Ability to gather data in an organized fashion from varied sources.
• Ability to take direction and perform assignments accordingly.
• Knowledge of prepaid health plans preferred.
• Knowledge of HIPAA and Corporate Compliance rules and regulations.
• Computer literacy required.
• Knowledge of Electronic Health Records preferred.
• Ability to provide excellent customer service by mail, telephone, and in-person.
• Ability to prioritize and plan work activities, use time efficiently and develop realistic action plans.
• Ability to display a positive attitude towards patients, providers, supervisors, and other staff.

Work Environment & Conditions:

• Work environment is typical of an administrative office setting with no substantial exposure to adverse environmental conditions.