Service Center Representative

Service Center Representative

POSITION DESCRIPTION :

Serves as a first point of contact for customers by phone, as well as a liaison between external customers and medical staff. Answers incoming calls, assesses the urgency of the call, appropriately triages and directs all calls according to established procedures to ensure optimal quality patient care. Schedules patient appointments, communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency. Provides a high level of customer service to all internal and external customers.

ESSENTIAL JOB FUNCTIONS :

• Answers incoming calls, assesses the urgency of the call, appropriately triages and directs all calls according to established procedures to ensure optimal patient care; schedules appointments by protocol, communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency.
• Obtains necessary patient registration information, verifies patient insurance eligibility, prepares charts for visits in accordance with IHA protocols and notifies clinical staff of patient’s arrival, if applicable.
• Answers telephone in accordance with IHA telephone etiquette guidelines, taking and relaying messages in a timely manner.
• Schedules and confirms patient appointments; obtains appropriate information, enters preliminary account data into computer and confirms appointments based on office protocols.
• May collect payment(s) and ensures timely and accurate posting of payment.
• Records messages for physician and staff accurately, with complete information required, and ensures that it is routed appropriately through Trinity Health IHA Medical Group EMR system.
• Assists patients with MyChart-related questions. Keeps current on updates, changes and FAQ’s.
• Accurately documents into IHA systems.
• Maintains familiarity with physician office, Billing Department and all extended care location basic services and hours of operation to respond to customer requests accurately and promptly.
• Assists patients and facilities with questions related to referrals, authorizations and requisitions per established protocols.
• Accurately completes patient forms.
• Supports report management and patient outreach. May support overdue report management.
• Supports other offices, attends meetings and training as assigned.
• Performs other duties as assigned.

ORGANIZATIONAL EXPECTATIONS :

MEASURED BY :

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS :

EDUCATION : High School Diploma or GED. Course work in insurance / billing, medical practice education or seminars are all preferred.

CREDENTIALS / LICENSURE : None

MINIMUM EXPERIENCE : Previous experience in a combination of patient services, medical reception, call / customer service center (medical environment) or other customer service environment.

POSITION REQUIREMENTS (ABILITIES & SKILLS) :

MINIMUM PHYSICAL EXPECTATIONS :

MINIMUM ENVIRONMENTAL EXPECTATIONS :

This job operates in a typical call center / office environment which involves frequent interruptions and significant interaction with people which can be stressful at times.

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