roletype: Customer Service Representative

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Why You’ll Love This Job

*****VOB IS A MUST TO BE CONSIDERED!!  Please do not apply if min to no VOB experience****

• After receiving and reviewing referrals, call patients via the phone in a prompt, courteous and helpful manner, and route calls if applicable.
• Make sound decisions on how to best assist the patient based on their needs, presented questions, or issues.
• Collect important patient data to ensure ease of scheduling.
• Verify insurance is active, and update insurance information as needed prior to scheduling.
• Obtain prior authorization and/or referrals in accordance with patient insurance coverage for all patient office encounters and referral orders prior to services being rendered.
• Schedule appointments accurately in conjunction with provider protocols and patient’s needs
• Have a deep understanding of the most up to date provider protocols and anticipate changes in protocols.
• Create patient note in the EMR with the correct medical terminology associated with issues the patient presented.
• Research and understand patient record for proper referral and/or imaging documentation, while answering related questions regarding patient charts.
• Accurately calculate any estimated patient out of pocket costs for services, communicate all out-of-pocket costs to patient, and collect prior to services being rendered.
• Meet individual quotas and key performance indicators (KPIs) as well as assist in accomplishing team goals.
• Continue to expand knowledge of practice management software as updates occur.
• Follow all Standard Operating Procedures.
• Understand/Perform training on practice management software.
• Other duties as assigned.

Responsibilities

• Verify Insurance and track insurance-covered visits and pre-authorizations; take copayments referral orders prior to services being rendered.
• Handle all scheduling and ensuing communication
• Answer phones, act as a patient liaison, answer any questions from potential or current patients
• Schedule patients; coordinate evaluations, re-evaluations, appointment reminders and cancellations
• Collect new patient intake information; track all clinic referrals
• Fax reports to physicians; keep a log of incoming reports
• Keep track of Explanation of Benefits sent from mail and fax to billing company
• After receiving and reviewing referrals, call patients via the phone in a prompt, courteous and helpful manner
• Make sound decisions on how to best assist the patient based on their needs, presented questions, or issues.
• Collect important patient data to ensure ease of scheduling.
•  referral orders prior to services being rendered.
• Schedule appointments accurately in conjunction with provider protocols and patient’s needs
• Have a deep understanding of the most up to date provider protocols and anticipate changes in protocols.
• Create patient note in the EMR with the correct medical terminology associated with issues the patient presented.
• Research and understand patient record for proper referral and/or imaging documentation, while answering related questions regarding patient charts.
• Accurately calculate any estimated patient out of pocket costs for services, communicate all out-of-pocket costs to patient, and collect prior to services being rendered.
• Continue to expand knowledge of practice management software as updates occur.
• Follow all Standard Operating Procedures.
• Understand/Perform training on practice management software.
• Work with Owner, physician and Marketing Director when needed, to order materials, help with Expo items and scheduling.
• Order Office Supplies and Marketing material
• Collect/open mail; distribute mail to proper areas/people
• In charge of maintaining a tidy and clean clinic with certain expectations 
• Disseminate information to patients; act as a go-between for patients and physicians  
• Send and keep a log of all reports sent to doctors
• Other duties as assigned.

Skills & Qualifications

MINIMUM QUALIFICATIONS:

• Verification of Benefits a MUST TO BE CONSIDERED!
• High school diploma or equivalent
• Valid driver’s license and reliable transportation
• Great communicator and multitasker, detail-oriented
• Positive attitude, good work ethic, integrity and empathetic toward people that are in pain 
• Excellent customer / patient service skills
• Deep understanding and Knowledge of medical terminology
• Working knowledge of computer programs
• Excellent written and verbal communication skills

Preferred Qualifications:

• Prefer one-year medical office experience
• Bilingual is a plus.
• Basic phone handling skills. Contact Center experience
• Excellent at handling details, communicating and multitasking
• Great demeanor, strong integrity and compassion

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