Call Center Representative

Monday-Friday No Evenings, Weekends, or Holidays!!!

Consistently acts as a customer service representative for the clinic ensuring efficient communication via telephone or in person. Offers friendly, courteous and confidential assistance to every patient to ensure that the patient has a positive experience while at UroHealth Partners (UHP). Maintains accurate information on each patient to facilitate the patient encounter. Use automated systems to expedite patient scheduling and preregistration. Works with others in a team environment. Acts as the primary initial contact person for incoming new patients within UHP focusing on customer service and the patient experience. Ability to deal with conflict management/resolution in a very busy and somewhat stressful work environment.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

1) Screens incoming calls assessing the urgency of call and routes calls to the appropriate extension(s). Ensures that calls are handled in a timely manner. Inform patient of information needed to be prepared for their initial appointment. Interviews patients and/or family members to obtain accurate pre-registration information either in person, or over the phone. Prints and mails out appropriate patient information packet prior to a patient’s appointment. Assists patient as necessary with the completion of forms.

2) Consistently acts as a customer service representative for the clinic ensuring efficient communication via telephone or in person. Therefore, will seek out appropriate guidance and direction in the performance of responsibilities and duties. Demonstrates good judgment and reasoning skills. Ability to multitask efficiently and effectively working in a very busy work environment with a high volume of incoming/outgoing calls.

3) Verify and enter patient data such as demographics, insurance information into computerized scheduling and billing system with each encounter with patient. Obtain insurance referrals prior to patient’s appointment.

4) Establish and maintain effective working relationships with physicians, staff and management. Must be able to recognize and respond appropriately to urgent/emergent situations per protocols. Process all mail documents for office. Assists with various filing duties as assigned.

5) Must work as a team member and perform actions consistent with established UHP policies and procedures including standards for safety, attendance, punctuality and personal appearance. Perform other duties as assigned.