Contact Center Agent

About the Job:

As the first point of contact for employees, responsible for maintaining a positive demeanor in all of communicative efforts to do with point of service collections, registration, financial clearance, and admissions for inpatients and / or outpatients and the Emergency Room (ER).

Responsibilities:

• Interacts with Patients and other parties to answer telephone inquiries, make appointments, troubleshoot problems, provide information and evaluate patient needs over the telephone.
• Utilize Appointment system to schedule, change or cancel appointments, register patients and accurately, document all patient requests and information within set guidelines.
• Respond using a specific scenario to incoming phone requests from patients and internal employees with courteous and accurate information.
• Respond and announce emergency calls as per policy.
• Maintaining Patient Confidentiality.
• Excellent Patient Services as to all callers and inquiries per set standards.
• Direct calls to the appropriate offices and parties.
• Achieve key performance indicator target on monthly basis.
• Seek and communicating information between patients and other employees members and providing them with updates as needed.
• Problem situations are to be resolved appropriately and independently.
• Make sure senior shift leader, Supervisor and Manager of Patient Access are informed of any unusual and significant issues that may affect patient satisfaction, timeliness of services or reimbursement or general patient flow.

Experience:

• 1 to 3 years of experience in the same field.
• Experience in hospital or inbound medical customer service/call center setting preferred.
• Experience using Microsoft office (Outlook, Excel, Word, and PowerPoint).