Administrative Skills, Business Operations, Business Support, Call Centers, Communication Skills, Corporate Policies, Current Procedural Terminology (CPT), Customer Support/Service, Demographics, Documentation, Electronic Medical Records, Epic Systems, HIPAA (Health Insurance Portability and Accountability Act), Health Insurance, High School Diploma, International Classification of Diseases (ICD), Interpersonal Skills, Maintain Compliance, Medical Record System, Medical Records, Medical Terminology, Medicine, Metrics, Microsoft Windows Operating System, OSHA, Organizational Skills, Philosophy, Presentation/Verbal Skills, Problem Solving Skills, Team Player, Telephone Skills, Typing, Writing Skills
ABOUT AUSTIN REGIONAL CLINIC:
Austin Regional Clinic has been voted a top Central Texas employer by our employees for over 15 years! We are one of central Texas’ largest professional medical groups with 35+ locations and we are continuing to grow. We offer the following benefits to eligible team members: Medical, Dental, Vision, Flexible Spending Accounts, Time Off, 401(k), EAP, Life Insurance, Long Term Disability, Tuition Reimbursement, Child Care Assistance, Health & Fitness, Sick Child Care Assistance and Development. For more information visit https://www.austinregionalclinic.com/careers/
PURPOSE
In a call center like environment, supports business office operations by actively listening to callers and booking appropriate specialty care appointment types following provider restrictions. Serves as initial point of contact and represents organization by providing excellent customer service. Carries out all duties while maintaining compliance and confidentiality and promoting the mission and philosophy of the organization.
ESSENTIAL FUNCTIONS
- Responsible for booking patient appointments for specialty care providers utilizing an electronic medical record system, Epic.
- Supports specialties including Allergy and Asthma, Cardiology, ENT, Audiology, Dermatology, Gastroenterology, General Surgery, Neurology, Orthopedics, Podiatry, Sports Medicine, and Rheumatology.
- Confirms and/or makes any changes to demographic information and notifies patient of account balance.
- Adheres to scheduling protocols for multiple locations and provider restrictions.
- Uses electronic resource material as needed to support efficient appointment scheduling.
- Preforms within department metrics and call standards.
- Screens and directs incoming calls as needed.
- Verifies scheduling accuracy of MyChart appointments.
- Adheres to all company policies, including but not limited to, OSHA, HIPAA, compliance and Code of Conduct.
- Works holiday shift(s) as required by Company policy.
- Follows assigned work schedule, promptly returning from break and lunch periods.
- Regular and dependable attendance.
OTHER DUTIES AND RESPONSIBILITIES
- Performs other duties as assigned.
QUALIFICATIONS
Education and Experience
Required: High school diploma or GED. Experience using a PC in a Windows environment.
Preferred: Experience working in a medical setting. Experience working in customer service. Six (6) months or more experience working in the Patient Call Coordinator role or similar experience.
Knowledge, Skills and Abilities
- Excellent verbal and written documentation and communication skills.
- Knowledge of medical terminology,
- Familiarity with ICD and CPT coding methodology.
- Knowledge of medical insurance.
- Keyboarding ability.
- Excellent customer service skills.
- Excellent computer and keyboarding skills, including familiarity with Windows.
- Excellent interpersonal and problem solve skills.
- Ability to work in a team environment.
- Ability to manage competing priorities.
- Ability to engage others, listen and adapt response to meet others’ needs.
- Ability to perform job duties in a professional manner at all times.
- Ability to align own actions with those of other team members committed to common goals.
- Ability to understand, recall, and communicate, factual information.
- Ability to understand, recall, and apply oral and/or written instructions or other information.
- Ability to organize thoughts and ideas into understandable terminology.
- Ability to apply common sense in performing job.
Work Schedule: PRN (As Needed)