Call Center Representative

Job Title: Call Center Representative

Department/Group: Business Office/RCM

Position Type: Hourly non-exempt

JOB DESCRIPTION

Dermatology Solutions Group, LLC (“DSG”) provides professional management services to Southeastern Dermatology Group, P.A. (“SEDG”), a medical practice headquartered in Panama City, Florida with locations throughout the Southeast. SEDG has a professional team of physicians who are trained in the medical and surgical sub-specialty of dermatology.

PURPOSE:

Under the supervision of the Lead Call Center Representative, a Call Center Representative answers multiple phone calls, schedules patient appointments & verifies patients insurance & enters in the patient’s information into the eClinical Works database. Also receives supervision from the Business Services Manager.

SERVICE ORIENTATION:

This position is patient focused with the objective of ensuring positive patient experiences and outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greets patients by answering multiple phone lines for all of the satellite locations.
• Identifies patients by asking for date of birth &/or name in the computer system and creates a new account and updates established accounts.
• Identifies payer sources, verifies insurance eligibility, financial status and assigns correct payer type.
• Protects patients’ rights by maintaining confidentiality of personal and financial information and follows HIPAA regulations.
• Maintains operations by following policies and procedures and reports changes as needed.
• Contributes to team effort by accomplishing related results, as needed.
• Routinely demonstrates superior customer service skills.
• Answers the telephone in a timely & polite manner.
• Communicates with patients, internal as well as external customers, in a courteous, professional, cooperative & mature manner.
• Schedules ‘New’ & ‘Established’ patient appointments for all locations.
• Must have the ability to multi-task (high paced work environment).
• Must have the ability to adapt daily to numerous changes in scheduling procedures.
• Distributes incoming faxes within the entire company.
• Scans numerous documents into patient’s charts daily.
• Calls ‘NO SHOW’ appointments to reschedule & makes appropriate notations in the eClincal Works Database.
• Responsible for keeping track of how many patients cancelled or rescheduled their appointment for their assigned provider(s).
• Reviews Practice Management System (eClinical Works) for Information that needs to be updated. Works with patients on the phone to obtain updated information & accurately enters the information into the eClinical Works Database using proper English grammar, spelling, and syntax.
• Effectively uses EMR system to document patient records using proper English grammar, spelling, and syntax.
• Staff will be cross trained to cover the Front Desk: Patient Service Representative, as needed.
• Maintains strict confidentiality.
• Performs other related duties as assigned.