[Hiring] Client Registration Assistant @Fonemed

Role Description

This role would work off of a shift work schedule that could include mornings, days, evenings, overnights, weekends, split shifts, and holidays.

Fonemed is currently seeking motivated and detail-oriented Virtual Client Registration Assistants to join our team. This position will service FONEMED’s U.S. and Canadian operations including Newfoundland and Labrador's 811 HealthLine and Mental Health Crisis Line.

• First point of contact for patients calling with health-related concerns.
• Obtain key demographics from patients and register them to be seen virtually.
• Ensure patients receive appropriate care in a timely manner.
• Create a positive patient experience for callers.

Qualifications

• Minimum education level of a High School Diploma.
• Office administration or medical office administration certificate or diploma is considered an asset.
• Previous experience in customer service and/or a call center environment preferred.
• Excellent communication skills.
• Professional, respectful, and friendly approach.
• Empathetic, patient, and compassionate.
• Calm demeanor and ability to stay calm in stressful situations.
• Ability to talk to patients in a wide variety of medical situations, including those experiencing a mental health crisis.
• Ability to work in a very fast-paced and busy environment.
• Ability to handle upset patients and de-escalate situations.
• Must be able to provide a clear criminal background check.

Requirements

• Comfortable as the first point of contact for all medical calls, including mental health and crisis intervention calls.
• Follow established protocols and procedures when speaking with patients and documenting calls appropriately.
• Obtain key demographic and health-related information and register it accurately into our software programs.
• Direct callers to Registered Nurses, Nurse Practitioners, and/or other Clinicians appropriately.
• Take notice of injury reports from patients using our processes, procedures, and software.
• Book and confirm patient appointments with Nurse Practitioners and physician practices.
• Perform minor technical troubleshooting of the patient portals (e.g., password resets or patient registration assistance).
• Monitor biometric alerts from patients within our software system and call patients for follow-up.
• Conduct follow-up customer service feedback surveys.

Benefits

• $18.20/hour starting rate of pay with annual increases.
• Additional $2.00/hour for night shifts, $1.00/hour for weekend shifts, and $3.00/hour for weekend night shifts if applicable.
• Work from home.
• Paid training.
• Performance incentives.
• Supportive team environment.
• No cold calling or sales required (calls are 95% inbound; some outbound customer service surveys and patient follow-up).
• Opportunities to advance into a shift lead position, team lead position, or other positions within a growing company.