General Summary of Duties: The Call Center Representative will be responsible for handling the flow of incoming customer / patient calls and initiate outbound calls in an effort to (a) schedule an appointment (b).answer relative questions regarding Med First’s services and clinic operations, such as, locations and hours of operations (c) ability to direct patients to the Company web-site to initiate various actions, particularly related to web-site appointments, He / she will also direct calls to other appropriate departments and from time initiate and report on data tracking reports. Additionally, the Call Center Representative may assist the Quality Department in scheduling quality related patient appointments.

Major Responsibilities/Tasks:

1. Handle incoming customer/patients call and inquiries related to Family Practice, Urgent Care and Occupational Medicine.

2. Conduct outgoing calls and schedule new and follow-up appointments as designated by clinic providers according to established policies and procedures or at the patient’s request.

3. Answer direct patient questions regarding Company services

4. Assist with patient referral activity

5. Interact with patients’, providers and other staff within the clinic and at outside facilities providing accurate, timely and responsive information.

6. Obtain any patient demographic information including insurance information necessary for scheduling appointment.

7. Provide patient with information regarding scheduled appointment and ensure that reminders are set for all patients.

8. Provide assistance to Quality Department regarding scheduling patients for services pertaining to quality gaps

9. Submit patient clinical and financial information to facility assuring appropriate medical records release, if needed.

10. Answer and screen telephone calls in a courteous manner, and record messages for physician and other personnel.

11. Obtain accurate information from patients and ensure all registration forms are complete.

12. Assist patient with pre-registration process

13. Provide information to patients regarding unpaid balances prior to appointment.

14. Works with Billing Department to assist patient problem resolution

15. File records in appropriate sections of patient electronic or paper charts and keep patient charts in proper order.

16. Review financial and clinical paperwork to assure completion before the scheduled appointment.

17. Track and report on key operational measurements, such as, telephone call activity / reporting metrics

18. Maintain files and patient records in a confidential manner.

19. Other responsibilities as assigned

EDUCATION: High School Diploma or GED.

EXPERIENCE:

• One to three years’ experience within a Customer Service or Call Center Operation in a fast paced high call volume environment.
• Medical Office experience required – minimum one year experience
• Experience with insurance verification and Electronic Medical Records, Athena preferred.
• Ideal candidate will possess two to five years’ experience in healthcare/clinic as a Medical Assistant or in an Office Administration capacity
• He /she should have excellent organizational and communication skills with Proficiency in Microsoft office products including Word and Excel. Must have valid driver’s license.

Position Location: Raleigh, NC

Hours Needed: Monday thru Friday

Work Environment: This position operates in a variety of environments. The majority of the time is spent in a professional office environment and this role routinely uses standard office equipment. This position requires unaided lifting up to 10 pounds, regular travel and some overnight travel.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• Day shift

Ability to commute/relocate:

• Raleigh, NC 27609: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 3 years (Required)
• Customer service: 2 years (Required)
• Office Administration at healthcare/clinic: 2 years (Required)
• Medical office: 2 years (Required)

Work Location: One location

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