Call Center Rep Lead

De La Pena Eye Clinic- Call Center

The Lead Call Center Rep supports practices and offices within the respective market. The Lead supports the operations of the call center and serves as a front-line contact and troubleshooter for issues within the call center. The lead Rep must be able to work efficiently in a fast-paced environment, have the ability to communicate clearly and professionally with patients. The Rep handles triages, routes all incoming calls and emails, schedules patients according to the physician’s schedule and template. Understand the patients’ issues and conveys messages documented within the patient’s account to the patients. Updates, collects, and verifies patient demographic information, registers patients, updating and educating patients on current practice policies and changes to the organization as instructed by management. 

Education

Required: High school diploma or equivalent

Preferred: Some college or training in the healthcare field. 

Experience

Required: At least 2 – 3 years of healthcare administrative/receptionist experience with at least 1 year of experience as a phone receptionist in a healthcare setting

Preferred: 2 plus years of experience in a lead role within healthcare administrative field is highly desired

Knowledge & Skills

Must be competent in the use of basic office equipment including computer, printer, telephone, excel, word, EHR / EMR, patient portal and fax.

Knowledge and understanding of basic insurance

Demonstrated ability to communicate effectively and remain poised and professional when interacting with potentially hostile patients and family members. 

Must possess excellent communication, clerical and organizational skills. 

Tenet Healthcare/TPR complies with federal, state, and/or local laws regarding mandatory vaccination of its workforce. If you are offered this position and must be vaccinated under any applicable law, you will be required to show proof of full vaccination or obtain an approval of a religious or medical exemption prior to your start date. If you receive an exemption from the vaccination requirement, you will be required to submit to regular testing in accordance with the law.

#LI-SK1

1. Maintains a working knowledge of the Physicians’ specialties, schedules, and locations.
2. Serve as the first point of contact for troubleshooting or other issues within the call center
3. Schedules patients with the appropriate doctor.
4. Registration: Obtains and confirms patient demographics, insurance, and updates the patients accounts as needed.
5. Understands and has a basic knowledge on insurance, benefits and share of cost.
6. Understands and has a basic knowledge of all different insurance lines of services: HMO, PPO, Commercial, Medicare HMO, Medicaid HMO, etc.
7. Reactivates patients by conducting re-calls for no shows & cancelled appointments, returns missed calls, responds to patient inquiries with real-time responses (text messages, emails, calls may vary between practices) based on practice protocol.
8. Documents accounts appropriately and accurately.
9. Directs patient to our website to complete registration forms and/or emails documents as needed.
10. Answers non-medical questions and gives routine non-medical instructions. On occasion, when properly trained, will answer some clinical questions.
11. Understands and abides by all HIPAA policies and procedures.
12. Performs other duties as requested or assigned

Who We Are

We are a community built on care. Our caregivers and supporting staff extend compassion to those in need, helping to improve the health and well-being of those we serve, and provide comfort and healing. Your community is our community.

Our Story

We started out as a small operation in California. In May 1969, we acquired four hospitals, some additional care facilities and real estate for the future development of hospitals. Over the years, we’ve grown tremendously in size, scope and capability, building a home in new markets over time, and curating those homes to provide a compassionate environment for those entrusting us with their care.

We have a rich history at Tenet. There are so many stories of compassionate care; so many “firsts” in terms of medical innovation; so many examples of enhancing healthcare delivery and shaping a business that is truly centered around patients and community need. Tenet and our predecessors have enabled us to touch many different elements of healthcare and make a difference in the lives of others.

Our Impact Today

Today, we are leading health system and services platform that continues to evolve in lockstep with community need. Tenet’s operations include three businesses – our hospitals and physicians, USPI and Conifer Health Solutions.

Our impact spreads far and deep with 65 hospitals and approximately 510 outpatient centers and additional sites of care. We are differentiated by our top notch medical specialists and service lines that are tailored within each community we serve. The work Conifer is doing will help provide the foundation for better health for clients across the country, through the delivery of healthcare-focused revenue cycle management and value-based care solutions.

Together as an enterprise, we work to save lives and can accept nothing less than excellence from ourselves in service of our patients and their families, every day.

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