Job Details
Job Details
Level
Entry
Job Location
CBO - Atlanta, GA
Position Type
Full Time
Education Level
High School
Travel Percentage
Hybrid Position
Job Category
Admin - Clerical
Description
Responsible for interacting professionally and efficiently with all callers, patients and associates. Must have desire to provide customer service and achieve the goals and objectives established by the Thomas Eye Group. Will greet and welcome callers in an eloquent telephone manner that may lead to scheduling / coordinating appointments accurately and efficiently. Consistently answers general questions about the clinic's policies, procedures, and services. Must display kindness and a caring attitude to ensure that the caller's experience is positive. Consistently enters data in the EMR system and record detailed information in patient's files using MS Word and Excel. Communication must be professional and effective when speaking with patients, insurance providers, medical providers, physicians, and staff. Maintains the work area in a neat and organized manner.
Qualifications
- nowledge of Medicare, Medicaid, commercial insurance carriers, managed care, and EMR systems
- Able to successfully communicate with physicians, management and other staff as required to execute job duties
- Be dependable, a self-starter, and work with some level of independence to achieve results
- Ability to work efficiently, independently, organized and in a team environment
- Ability to give and receive constructive criticism to improve skills and understanding of tasks
- Ability to function well in a team environment, maintain good communication with co-workers and supervisors
- Must understand TEG mission and objectives and the importance of attitude, attendance, accuracy, appearance, aptitude and adaptability in achieving objectives
- Knowledge of MS Word, Excel and Internet
- Provides a caller with first call resolution
- Listens, build rapport and display empathy, and courtesy with caller/patients
- Systematically and thoroughly researches, and effectively communicates all options and resources for callers
- Responsible for balancing patient needs with high call volume
- Records patient's complete demographic and insurance information, and enters into EMR system with accuracy
- Willing and able to take initiative to identify problems and suggest ways of correction
- Be able to understand the doctors' schedules and special testing for each TEG location
- Gathers information and using relevant resources (telephone, computer applications, and resource books)
- Data entry must be completed in a timely fashion with accuracy
- Works with Call Center Supervisor to ensure doctors' schedules are reviewed daily for open appointments and accuracy for the listed procedure and patient information.
- Send To Do's to all locations for insurance/billing, questions for the nurse, glasses, prescription refills and any requests from patients
- Must be able to multi task without losing composure or becoming frustrated
- Must maintain busy call productivity rate of 55% or above during first 90 days and increase to 65% next ninety days, then average a busy call rate of productivity of 85% or above for consistency averaging a minimum of 2.5 minutes per call
- Must have pleasant telephone voice/excellent interpersonal skills and maintain a Quality Score of 85 or above
- Attend training meetings, associate meetings, and organizational committee meetings as requested
- Follows and ensures implementation of TEG policies and procedures
- Performs other duties as assigned