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in Rochester, NH

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Hours Part-time, Full-time
Location 17 Wakefield St
Rochester, New Hampshire

About this job

The role of the Intergrated Medical Call Center Representative is to ensure patient access to care. This is done by scheduling medical appointments, resolving medication and referral issues, and owning customer service inquiries through to resolution. The employee specifically contributes to organizational/departmental success through:

  • Efficient patient access to care
  • Responsive phone service
  • Patient satisfaction
  • Policy/process identification and improvement
  • Ongoing quality improvement for customer care interactions
Primary Responsibilities:
  • Schedule, reschedule, and cancel medical appointments using electronic medical record software and following precise scheduling rules
  • Verify and update demographic, insurance, and other patient information
  • Register new patients for services
  • Review patient charts, patient encounter messages, and ambulatory referral orders
  • Resolve or escalate customer issues related to:
    • Medication refill
    • Laboratory services
    • Orders for specialty and diagnostic services
  • Escalate calls needing clinical triage
  • Confirm caller identify and authorization to receive information under HIPAA rules
  • Release information only as allowed under HIPAA rules
  • Conduct three-way calls with medical translators for patients unable to speak language of employee
  • Transfer callers to appropriate department
  • Communicate with provider offices via electronic messaging and telephone
  • Launch outbound calls as appropriate
  • Meet departmental standards for production and quality.
  • Meet departmental standards for schedule adherence.
  • Mentor new hires and existing staff in the efficient use of call handling best practices designed to ensure accurate and consistent call responses
  • Perform other duties as assigned
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

*** ENGLISH PROFICIENT ASSESSMENT WILL BE REQUIRED AFTER APPLICATION ***

 

Required Qualifications:

  • High School Diploma / GED (or higher)
  • 1+ years of Customer service experience
  • Familiarity with computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
  • Available to work (40 hours/week) Monday-Sunday. Flexible to work any of our 8 hour shift schedules during our normal business hours of (7:00am to 10:00pm AST) (on a rotating schedule)
  • Bilingual in both English and Spanish (English proficiency assessment will be required after application)
Preferred Qualifications:
  • Healthcare experience
  • Call center experience
  • Knowledge of medical/healthcare insurance/HMO/PPO/Medicare Plans/benefits and medical terminology
  • Ability to type 30+ WPM