Patient Call Center Representative

Job Brief:

12 Oaks Senior Living is currently looking for a Patient Call Center Representative to join our team.

The team at 12 Oaks Senior Living is focused on delivering healthcare demonstrating the highest standards of pride, service, and compassion. Our focus is to recruit elite candidates committed to ethical pain management treatment that demonstrate drive and ambition above the rest.

The Patient Call Center Representative is responsible for scheduling physician referrals and appointment requests from new patients. The Patient Call Center Representative is a key contributor to the Scheduling Department’s optimization and cancellation reduction efforts. Candidates should be comfortable working in a fast paced environment, motivated, detail oriented, have excellent customer service skills and work well with firm deadlines.

Responsibilities:

• Manage inbound and outbound calls to pre-register and schedule patients either by physician referral or new patient appointment request.
• Provide prompt, accurate and friendly customer service skills as the first to interact with our patients; creating a friendly and caring culture.
• Engage in active listening with the patient; confirming and clarifying information.
• Utilize Electronic Practice Management (EPM) system to match physician or advance practice clinician’s availability with the patient’s preferences in terms of date and time.
• Maintain scheduling system to ensure accurate, complete and compliant records.
• Conduct pre-registration and clinical screening to ensure ease of obtaining insurance authorization and patient medical records, if needed.
• Manage patient updates including reschedules, cancellations and additions.
• Works collaboratively with clinical support staff, Clinic Manager and business development team.

Skills Required:

• High school diploma or equivalent.
• Two (2) years of call center or medical appointment scheduling experience required.
• Medical insurance knowledge required.
• Prior knowledge and use of NextGen a plus.
• Be able to read, write, and speak fluent English.
• Strong PC skills and working knowledge of Microsoft Office.
• Effective verbal and written communication skills and the ability to present information clearly and professionally.
• Strong interpersonal skills.
• Skills to manage stress in order to maintain a professional atmosphere and provide quality service.
• Regular, dependable, and reliable attendance.