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Summary:
- The Customer Service Representative (Medical Scheduler) is responsible for responding to patient appointments and addressing general questions.
- The ideal candidate will possess excellent communication and multi-tasking skills while working on scheduling programs simultaneously and ensuring client contractual agreements are met.
- The contact center provides extraordinary service, and the Representative must be energetic, friendly, skilled, and committed.
- Full Time Position – Shift hours are 8am-5pm EST Monday through Friday.
Responsibilities:
- Support phone center with high volume calls, with focus on inbound scheduling, rescheduling, cancellations, confirmations, facility messaging, insurance verification, and order review for all specialties within the practice and documenting service requests.
- Schedule clients serving multiple medical offices, taking into consideration client location, facility capabilities, insurance requirements, and type of exam.
- Communicate effectively with clients and medical professionals.
- Perform other duties as assigned or directed to ensure smooth operation of the organization.
- Manage high-volume workload, effectively prioritizing tasks to remain organized, promoting prompt and courteous service and compliance with all policies.
- Develop a reputation as an efficient service provider with high levels of accuracy.
- Provide excellent customer service to all internal and external customers.
- Alert appropriate staff when for all physician schedule changes. Reconciles provider schedules when errors occur.
- Serve as a resource to internal and external customers.
- Make patients, their families, and physicians their primary focus.
- Actively seek information to understand patient circumstances, problems, and expectations.
Requirements:
- An outgoing personality, with excellent interpersonal skills.
- Strong verbal and written communication including active listening and reflection with the goal of gathering information, problem-solving, and diffusing difficult callers. Must be able to maintain professional behavior in stressful situations.
- Ability to navigate between several computer screens (e.g., EMR systems, CRM Software, Email, and Web Browser) while actively listening and entering customer information.
- Bilingual in English-Spanish, a plus, but not required.
- Minimum of 2 years customer service experience with excellent communication skills.
- Strong computer experience working on multiple software programs specifically EMR systems.
- Experience with EPIC Hyperdrive a plus.
- Experience working in Hospitals or Medical Practices.
- Experience working in Call Centers for Hospital or Medical Practices.
- Must be authorized to work in the US without sponsorship.
Benefits:
- Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran, or other protected status.
