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

• Schedule patient appointments according to physician orders/referrals and patient requests
• Prioritize the first available appointment while considering payer pre-authorization timeframes
• Inform patients about pre-procedure preparations and prerequisites
• Coordinate appointments using multiple health information systems, provider schedules, software tools, and data repositories
• Complete follow-up to ensure a seamless patient experience
• Pre-register patients and collect accurate demographic and billing information
• Verify insurance coverage and benefits
• Review Medicare medical necessity
• Provide out-of-pocket payment estimates and collect copays and other patient financial responsibilities
• Satisfy regulatory requirements and provide wayfinding instructions
• Perform complete scheduling, pre-registration, and pre-screening processes
• Maintain scheduling competencies across hospital systems
• Meet telephone response-time, talk-time, dropped-call, productivity, and accuracy standards
• Provide examination, procedure, and financial preparation instructions
• Reschedule and cancel appointments as needed
• Verify insurance requirements and authorization using electronic, web-based, and telephone systems
• Notify patients of insurance benefits and self-pay obligations when assigned
• Resolve financial issues and communicate with service delivery areas when appointment schedules may be affected
• Organize and prioritize daily assignments, assist coworkers, and participate in performance improvement teams as directed
• Maintain technical proficiency, departmental competencies, and professional patient-centered service

Pre-Visit Specialist I – Call Center

• Lead a team of 15–20 team members in a positive atmosphere
• Relay company goals, quality standards, processes, and procedures to the team through servant leadership
• Advocate for the company and its employees
• Educate and support sales representatives through their sales experience
• Build rapport and establish relationships with the team by listening, identifying needs, communicating clearly, and providing solutions
• Monitor call quality and call queue
• Coach sales representatives
• Work in an inbound sales call center serving customers interested in medical and security alert systems

Call Center Representative jobs in Virginia

Call Center Specialist

Pre-Visit Specialist I – Call Center

AM Sales Manager – Call Center