JOB SUMMARY
Serving as a liaison for our organization with both current and potential patients. Responsible for managing large amounts of both inbound and outbound calls in a timely manner. Routing calls to appropriate area by accepting ownership for effectively solving patient needs while keeping customer satisfaction at the core of every decision or behavior. Answer patient questions when within scope of practice. Informing patients of their appointment time along with any necessary paperwork that may be needed for their appointments. Other duties as assigned by Director.
KNOWLEDGE AND SKILLS
- Ability to handle call volumes with customer satisfaction as a core objective
- Clear communicator
- Efficient use of appointment scheduling system
- Ability to use a variety of software packages
- Schedule Management
- Identify when a call needs to be escalated to a triage nurse
- Superb communication skills with both patients and peers
- Liaison for patients by directing calls to other departments as needed
- Conflict resolution techniques
- Compassionate and courteous of patient needs
- Coordinated work between multiple departments
- Communicates answers/solutions and next steps clearly so that customers are assured that their concerns have been fully addressed
- Ability to work with minimal supervision
- Effective communication skills on telephone
- Ability to multi-task while working in a fast paced environment
- Active listening skills
- Must demonstrate knowledge of disaster and/or emergency management procedures while responding appropriately.
EQUIPMENT/TOOLS/SOFTWARE
- Microsoft Office (Email)
- Internet
- Call Center Software
- Copier/Fax/Printer/Scanner/Phone
- Hospital Information System (HIS)
- Electronic Medical Record (EMR)
- KRONOS Timekeeper Software
PRIMARY JOB RESPONSIBILITIES
Scheduling patients while managing large amounts of both inbound and outbound calls in a timely manner. Maintaining a customer centric attitude with patients while performing tasks associated with scheduling.
- Promptly answer telephone in a polite and professional manner
- Obtain and enter accurate patient demographic information into scheduling software while maintaining excellent data entry skills
- Scheduling appointment correctly by reviewing appointment date, time, location, and provider name with caller
- Inform caller of items to bring to appointment
- Insurance card
- Medications
- Office co-pay
- Medication list or bottles
- Previous/other provider contact information for records retrieval-if applicable
- Inform caller/patient to arrive 15-30 minutes prior to scheduled appointment if paperwork is required
- Inform caller of cancellation/no-show policy
- Answer questions and offer any other information, as requested
Serving as a liaison for our organization with both current and potential patients.
- Direct calls to other areas as needed
- Use sound judgement in handling calls, especially with upset patients
- Identify when a call needs to be escalated to a triage nurse/Physician/Coordinator/ or Director
Ability to deliver great customer service while working in a fast paced environment. This includes multi-tasking to work in several software systems while completing daily associated tasks.
ADDITIONAL RESPONSIBILITIES
- Able to prioritize and coordinate multiple tasks in a busy environment
- Required mental concentration and alertness, memory, attention to detail, reasoning, critical thinking and prioritization skills
- Promotes continuous quality improvement/customer service efforts
- Enhance the services provided to patients, their families, physicians/practitioners and members of staff by demonstrating positive attitudes and positive actions through a display of courtesy, congeniality, sensitivity and professionalism
- Demonstrate compliance with all hospital-wide competencies:
- Patient Rights and Organization Ethics, Performance Improvement, Core Values, Mission and Vision, and Minimal Job Requirements
- Complete special projects and/or other related duties as assigned
- Maintain patient confidentiality abiding by HIPPA regulations
- Other duties as assigned
Requirements Include
EDUCATION AND WORK EXPERIENCE
- High School diploma or equivalent
- Previous Scheduling Center, customer service experience and/or related clinical environment experience preferred
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