Job Details
Job Details
Job Location
Cullman Regional Medical Center - Cullman, AL
Position Type
Full Time
Job Shift
Day
Call Center Agent
Patient Appointment Service Specialist
Cullman Regional Medical Group is looking for a Patient Appointment Service Specialist to work in our Call Center taking incoming calls for our Primary Care and Specialty Teams. We are looking for someone who would like the fast-paced environment and friendly co-workers.
Responsibilities:
- The Patient Appointment Service Specialist is responsible for independently creating and scheduling appointments within the electronic medical record for a complex, multi-specialty medical practice.
- The Patient Appointment Service Specialist also take messages and relay information for a variety of callers.
- Agents gather patient-specific demographic and provider information to accurately assess the nature of the request and determine the appropriate appointment area; properly advising patients regarding the need for co-payments, referral authorizations, and/or pre-service deposits to ensure the patient arrives on time and is prepared for their procedure or visit; and collecting all Guarantor and insurance details needed to help assess patient eligibility.
- Through this process, the Patient Appointment Services Specialist responds to and interacts with a variety of individuals including patients, customers, referring physicians, allied health staff and family members. Appropriate interpretation and application of CRMC policies regarding scheduling criteria and medical need are essential.
- To provide exceptional service, the Patient Appointment Services Specialist is required to navigate multiple systems simultaneously and is expected to be available or talking with patients and healthcare professional's most of the day, with the ability to service inquiries without consultation.
- This requires working with several complex scheduling workflows, managing telephone calls, online requests, and/or fax requests. Accuracy and thoroughness in all patients related activities including electronic communication, is critical.
QualificationsQualifications: High school diploma or GED are required.
2 years' customer service experience in an environment requiring multi-tasking, such as a call center, physician's office, appointment scheduler or retail/ service industry; or associate degree is preferred.
Prior clinical experience is preferred.
Additional Skills/Abilities - Completion of Medical Terminology course preferred or working in a medical field preferred.
- Qualified candidates must be customer-focused, service-oriented, possess strong verbal/written communication skills, and have the ability to trouble shoot, problem solve and balance conflicting demands.
- Role requires independent decision making and sound judgment capabilities, with a strong attention to detail and follow through.
- A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remains calm under stress, display empathy and maintain positive communication is also required.
- Must have strong keyboarding and computer skills. Demonstrates basic understanding of insurance terminology.