JOB DESCRIPTION AND DETAILS
***Must come to Lisle, IL location for at least 90 days of training. Must meet productivity goals and attendance guidelines.
Under the Direction of the Department Lead and/or Manager, this position is responsible for answering phones, directing calls, contacting providers, and accurate and timely patient scheduling. Provides efficient, effective, quality customer service through a variety of duties including, but not limited to: Appointment scheduling; the collection and entry of patient demographics and Paging/reaching providers. Maintains the confidentiality of all information, as stipulated in the HIPAA Privacy Rules and Midwest Physician Administrative Services Confidentiality Policy.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Accepts incoming calls pleasantly and appropriately using assigned greeting and using name
Pages/contacts providers per established protocols.
Notifies all related areas when call changes are received.
Handles switchboard duties as assigned
Provides after hours support as directed
Cancels appointments at patient request.
Determines purpose for call schedules patients in Epic for Same Day, Same Site, After Hours, and Immediate Care.
Updates patient information as necessary. Documents current health insurance information and reviews/updates patient demographics.
References physician and credentialing protocols to assure accurate scheduling.
Identifies when registration is required at time of call and advises the patient accordingly.
May assist patients with obtaining appointments at other physician sites and/or scheduling laboratory or radiology testing.
Researches each patient entry to insure that only one patient record exists by matching designated criteria in the Epic database. Identifies duplicates patients and completes patient merge requests following established guidelines.
Participates in the collection of patient balances.
Utilizes materials appropriately when making decisions.
Participates in the rotation of department responsibilities and performs other projects and duties as related to the organization's objectives.
KNOWLEDGE SKILLS AND ABILITIES:
Able to perform each of the Essential Duties satisfactorily.
Demonstrates good organizational skills and ability to prioritize daily work.
Ability to recognize and report issues.
Capable of interacting with, and relating to, people of varying educational levels and backgrounds, conveying information clearly and succinctly, applying listening, tact, responsiveness, empathy, and confidentiality.
Must be able to get along with others, work as part of a team, accept constructive criticism, adapt behaviors quickly, and consistently follow and apply work rules. Works effectively with others to accomplish objectives and goals. Willingly offers assistance to others when the need arises.
EDUCATION and/or CERTIFICATION/LICENSURE:
High school diploma or GED
Previous call center or scheduling experience.
One to two years medical experience preferred.
Experience in typing, use of the keyboard and computer entry.
Familiarity with Microsoft Word and windows based programs.
PHYSICAL AND MENTAL DEMANDS
May require sitting for long periods of time, standing, walking, stooping, bending, and stretching for files and/or supplies.
Vision must be corrected to 20/20 and hearing must be in the normal range for telephone contact. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Call Center atmosphere. Sits at a workstation with a computer terminal and telephone.
Must possess computer skills and be familiar with copier, fax machine, telephone, in addition to other pieces of office equipment.
May require travel to various other Midwest Physician Administrative Services sites.
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