Responsible for the coordination of daily activities for other call center staff to ensure optimal flow of appointment scheduling and other call center functions
including the running of reports.
Responsible for the coordination of daily functional support for the call center
team.
Responsible for interpretation and instruction for policies, procedures, and
practices.
Responsible for in-service training and acts as a preceptor for call center staff.
Performs administrative duties that support the call center and management that may include staff schedules, process improvement, change implementation, and evaluation preparation. Utilizes subject matter expertise in the completion of call center functions, including detailed scheduling assistance associated with new patients and/or scheduling patients across multiple locations, departments, or specialties.
Responsible for report generation as needed.
May lead team huddles.
Promotes and facilitates positive communication with the health care team.
Demonstrates customer excellence in answering incoming phones and retrieval of voicemail messages.
Schedules patient appointments and procedures in a timely and accurate manner and informs patients of any necessary preparation in accordance with established guidelines.
Gathers and verifies patient demographics, insurance, and authorizations, referring and/or primary care physician information and other pertinent information, as appropriate.
Initiates, routes and follow-up on correspondence with clinicians regarding patient information, including efficient use of the electronic health record system in baskets.
Requests and obtains accurate and timely health records from outside providers to support continuity of care.
Prepares patient itineraries, assembles, and mails patient information packets.
Efficiently performs general office duties, including faxing, imaging documents, mail sorting and delivery.
Additional duties as assigned.