Call Center Specialist
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Job Details
Summary: Provides support and assistance to patients and others accessing Virginia Women's Center via telephone and the patient portal.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Triage a high volume of incoming phone calls and portal communications while demonstrating a prompt, courteous, helpful manner.
- Schedule, coordinate, and reschedule patient appointments on the telephone or via the patient portal.
- Assist patients in choosing the provider most appropriate for their medical needs.
- Provide guidance and education to patients with regard to insurance policy restrictions, deductibles, potential copays, and cost shares to be collected at the time of their appointment(s)
- Generate PIN and send secure message to patient for portal registration; and assist patients in navigation of patient portal.
- Evaluate provider schedules for accuracy and availability of appointments.
- Guide patients to available resources on the VWC website.
- Follows up on outstanding medical record requests.
- Populates normal test results per protocol.
- Assist with administrative projects as needed.
- Attend required meetings.
- Complies with Virginia Women's Center's policies and procedures. Follows guidelines required by HIPAA, OSHA regulations, and Red Flags Rule. Maintains appropriate attendance and punctuality as defined by Virginia Women's Center's policies.
Qualifications
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education, Experience and/or Licensure
High school diploma or general education degree (GED).
One-year related experience and/or training; or equivalent combination of education and experience.
Knowledge, Skills and Abilities
Knowledge of receptionist tasks, office procedures, paperwork
Knowledge of customer service concepts and office policies
Knowledge of office cash payment policies and procedures
Knowledge of grammar, spelling, and punctuation
Knowledge of insurance carrier requirements and terminology
Skill in operating a keyboard, fax, photocopy machine, and scanner
Skill in answering the telephone in a pleasant and helpful manner
Skill in maintaining departmental quality assurance and quality control standards
Ability to stay current with numerous changing insurance company policies
Ability to communicate with patients to ascertain patient information and scheduling needs
Ability to organize and prioritize tasks effectively
Ability to speak clearly and concisely
Ability to read, understand, and follow oral and written instructions
Ability to establish and maintain effective working relationships with patients, employees, and the public
Ability to maintain the strictest of patient confidentiality
Ability to react calmly and effectively in emergency situations
Ability to type 30 words per minute
Ability to manage work responsibilities in a high-volume environment
Accuracy in computer data entry and recording telephone messages
Physical Demands
Sitting for 7-8 hours/day. Requires eye-hand coordination, finger dexterity. Vision must be corrected to 20/20 and hearing must be in normal range. Must be able to view computer screens for long periods.
Work Environment
Work is performed in a call center environment. Involves frequent telephone contact with patients. May be stressful at times.
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