Pulmonary Associates of Richmond

Call Center Representative

• Answer all incoming calls for the practice
• Serve as the first point of contact for patients, family members, referring physicians and their staff, hospital staff, and community members
• Answer incoming calls promptly while demonstrating excellent customer service
• Listen and ask probing questions to determine the reason for calls and handle them accordingly
• Schedule pulmonary and sleep patient appointments
• Obtain and enter accurate demographic information into Allscripts
• Schedule appointments according to current policies
• Inform callers of arrival time, items to bring, cancellation policy, and related information
• Disseminate patient questions and refill requests via EMR to the MA/provider
• Provide basic information, guidance, and instructions to callers
• Distribute consultations and enter MD Coder
• Complete online appointment requests
• Gather patient records for Bon Secours and HCA hospital systems
• Assist with patient rescheduling
• Assist with EMR indexing of incoming documents when needed
• Assist with the EMR output queue when needed
• Assist with scheduling faxed and electronic new patient referrals
• Maintain Pulmonary Associates’ customer service standards
• Protect patient privacy and security under HIPAA policies and procedures
• Perform other duties assigned by a provider, supervisor, or member of Administration

Call Center Specialist