[Hiring] CARE CENTER AGENT @Independence Health System

Role Description

The Care Center Agent acts as the first point of contact for patients to meet their needs for information, support, and assistance by phone. The Care Center Agent is responsible for scheduling office appointments utilizing exceptional customer service skills to gain an understanding of the patient’s needs. Responsible to obtain accurate demographic information and verify proper insurance information. Additional responsibilities may include data reporting and obtaining referrals and authorizations.

Qualifications

• Minimum: High School Diploma or equivalent
• Preferred: Medical Terminology

Requirements

• Minimum: Proven basic computer skills and ability to type 35 words per minute
• Preferred: One year experience in a switchboard, medical practice, or call center

Benefits

• Status: Non-Exempt

Physical Requirements

• Occasional: Walking, Reaching Overhead
• Constant: Sitting, Reaching Horizontal, Grasping, Finger Manipulation, Seeing, Hearing, Repetitive Upper Extremity Use

Specific Job Responsibilities (Essential Functions)

• Schedules appointments for patients by phone when they call in following medical practice scheduling protocols. Utilizes time management and customer service skills to facilitate phone calls with patient, staff, and others. Communicates calmly and clearly with patients about appointments in all circumstances.
• Maintains scheduling system to ensure records are accurate and complete and can be used to analyze patient/staffing patterns. Confirms that updates (i.e., cancellations or additions) are input into the master schedule promptly. Stays up to date with system services to facilitate efficient and timely patient access.
• Obtains referrals, authorizations, and demographic information for patients. Verifies insurance information to maximize reimbursement with all third party payers.
• Communicates as needed with supervisor about any patient concerns/issues related to scheduling and/or system problems.
• Analyzes situation and responds appropriately including when to elevate call to a clinical agent and/or supervisor. Performs other duties as assigned.