Incoming calls: Answers a high volume of calls and schedule appointments for all patients with a high degree of accuracy. Maintains average call time and call volume as indicated in call center guidelines. Monitors incoming calls, and works with Call Center Manager to minimize abandoned call rates. Provides initial new patient intakes over the phone gathering contact and demographic information and insurances and funding programs, such as MediCal, MediCare, Healthy San Francisco, Family PACT, and commercial insurances. In addition to communicating sliding fee scale policies to patients appropriately. Communicates clearly on the phone and accurately documents and assigns messages and faxes. Confirms and updates contact information for all patients at every contact. Provides exemplary customer service throughout every part of the call.
Outgoing calls: Makes follow-up calls for any messages left. Completes robust confirmation calls for all next day appointments. Robust confirmation calls include confirming reason for visit, necessity of visit, appointment time, appointment provider, verification of insurance, notification of any co-pays, deductibles, share of costs, or payments due, and any paperwork that may be needed to be completed. Assist with scheduling changes by contacting patients to reschedule appointments.
Documentation Responsibilities: Accurately documents and routinely updates required patient information in electronic health record system. Documents billing notes and general medical appointment reminders in the appointment screen, as well as in the patient information screens. Collects and verifies contact information at every call. Enters patient insurance information for patients, and verifies eligibility with patient. Documents patients chosen name, appointment visit status, including rescheduled, canceled, confirmed, left voice message, or any other status appropriately. Posts call stats throughout each workday to the team and manager.
Customer Service: All communications, both internal and external, must be delivered with excellent customer service. Must be courteous and professional for all patient interactions. Must talk to patients and clients in a caring and non-judgmental manner. Must be able to deliver care in a culturally and linguistic sensitive manner. Must ensure to use patient’s chosen name and pronouns. Must adhere to scripted phrases, welcoming patients and thanking them for their phone calls. Listens and documents patient complaints, and routs calls to appropriate staff for swift resolution.