For the safety of our employees and patients, and to be compliant with the U.S. Centers for Medicare & Medicaid Services (CMS) COVID-19 vaccination requirement, all CenterPlace Health staff and new hires, are required to be vaccinated for COVID-19, consistent with federal, state, and local law.

SUMMARY:
CenterPlace Health believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position, located at our 17th St. Administration Building, requires medical/dental office knowledge with strong attention to detail and good interpersonal/telephone communication/customer service skills. Assists/directs patients with questions and inquiries. Is responsible for timely and accurate scheduling and for converting inbound calls to appointments. Plays an important role in patient satisfaction, practice growth and practice profitability. Responsible for accurately gathering and recording demographic, insurance, and other necessary information into the EMR/PM systems. Supports the health center to provide quality and effective care to the patients served. Works under the daily supervision of the Call Center Supervisor and works closely with and takes direction from the Triage Nurse

ESSENTIAL FUNCTIONS:

Scheduling:

• Identifies patients by date of birth and name in computer system.
• Schedules and re-schedules appointments as needed.
• Accurately records appointment changes, correctly categorizing them as cancellation, rescheduled, no-show, etc., and notes reason in EMR.
• Calls No Show appointments to reschedule. Makes appropriate notes in EMR
• Ensures that scheduled patient appointments are confirmed in advance, per established guidelines regarding confirmation method, timing and frequency.
• Performs prescreening process for add-on appointments and coordinates the need for add-ons with Triage RN.
• Proactively identifies and communicates to direct supervisor, any backlogs, service failure or other issues affecting patient access or patient satisfaction.
• Routinely demonstrates superior customer service skills:
• Answers telephone in a timely and polite manner, preferably within three rings.
• Communicates with customers in a courteous, professional, cooperative and mature manner.
• Accurately takes messages and conveys information to recipient.
• Transfers call to Triage RN when medically indicated.

Registration:

• Creates new account if patient not in the system.
• Obtains current patient information from established and new patients.
• Accurately enters/updates patient information in EHR system.
• Identifies payer source, verifies insurance eligibility, financial status and assigns correct pay type.
• Obtains and documents in patient chart, any information relevant to ensure adequate care.
• Assists patients with portal set-up and promotes patient portal use.
• Demonstrates competency with and appropriate use of EMR/PM.
• Consistently achieves a 98% or better accuracy rate on all demographic and insurance information

Other:

• Participates in Quality Improvement activities.
• Achieves high-level of first-call resolution, minimizing call backs and transfers.
• Consistently follows official organizational scheduling rules and parameters, such as appointment types, provider schedules, etc.
• Supports clinical staff and patients in referral process.
• Regularly monitors work email and voice mail accounts, as well as EMR messaging systems, and provides timely and appropriate responses.
• Maintains accurate knowledge of and compliance with HIPAA standards and maintains the highest degree of confidentiality at all times regarding patient PHI.
• Maintains up to date knowledge of insurance plans accepted.
• Completes Daily/Day end activities as assigned.
• Completes all required trainings and attends meetings as assigned.
• Protects/observes patient confidentiality per policies and procedures.
• Translates, as needed, if employee is bilingual.
• Recognizes and responds appropriately to violent/abusive situations, bomb threats, fire and emergency situations.
• Provides superior customer service in all areas of responsibility.
• All other duties as assigned.

Minimum Qualifications: (Experience/Skills/Abilities/Education/Certifications):

• High School Graduate or GED and Community Health Worker Certificate.
• Superior Customer Service Skills.
• Ability to effectively interact with physicians, patients and other staff.
• Demonstrated knowledge of proper, safe and efficient use of current office equipment/software.
• Demonstrated knowledge/ability to use Office 365 programs, including Outlook and Word.
• Capable of knowing and understanding patient privacy rights and maintaining appropriate level of discretion and confidentiality with all medical/financial/sensitive materials and information disseminated in printed/electronic or verbal forms.
• Accesses and uses minimally necessary patient identifiable information to perform the scope of the role and only for appropriate/authorized purposes.
• Effective use of Electronic Health Records.
• Scheduling availability to be flexible to work early morning/late evening/weekend hours as needed.

Preferred Qualifications: (Experience/Skills/Abilities/Education/Certifications):

• Prior Scheduling/Call Center Experience.
• Medical/Dental Office experience.
• Bilingual candidates preferred.
• Translation for patient and provider (as necessary), if bilingual.
• Basic knowledge of medical/dental terminology preferred.
• Experience with Athena HER and Dentrix EDR Preferred.

Physical Demands: While performing the duties of this job, the employee is regularly required to stand; walk, often for prolonged periods; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and see, speak and hear. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Work Environment: General office work

Supervisory Responsibilities: None

Job type: Full-Time

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• No weekends

COVID-19 considerations:
In compliance with the U.S. Centers for Medicare & Medicaid Services (CMS) COVID-19 vaccination requirement, all CenterPlace Health staff and new hires, are required to be vaccinated for COVID-19, consistent with federal, state, and local law.

Ability to commute/relocate:

• Sarasota, FL 34234: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)
• Computer skills: 1 year (Preferred)

Work Location: One location

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