Call Center Associate for Cardiology Practice (FT) – Myrtle Beach
Myrtle Beach, SC
TRACKING CODE
4146
JOB DESCRIPTION
-
Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers in accordance with our Service Excellence Standards and Core Values.
-
COMMUNICATIONS HANDLING – Handles all incoming communications and insures reliable consistent coverage for phones
-
Answers primary team phone lines in real time
-
Documents telephone encounters
-
Manages team e-mail and portal inquiries in real time
-
Makes calls on behalf of nurse or physician
-
Pages doctor on call
-
Directs hospital consult calls
-
APPOINTMENT SCHEDULING – Coordinates and schedules all appointments whether in the office, hospital surgery center etc. Confirms and follows up on communication
-
Manages schedule
-
Maintains and updates printed patient schedule
-
Notes reason for the visit
-
Makes appointments based on protocols
* New patients
* In office reappointment
* Quick Care / same day
* Office study
* E-mail as part of the patient portal
* Notes if rescheduled
· Verifies patient data
* Confirms demographic and insurance info on every call
* Dates and times of upcoming appointments confirmed
* Preventive visits updated (every patient has a return appointment booked)
* Reschedules patients based as needed or patients without a future appointment
· Considers multiple schedules
* Office schedule
* Satellite schedule
* Doctors personal schedule
* Hospital schedule
* Notifies management of scheduling issues as soon as it is known
· Fast tracks primary care referrals
-
QUICK CARE HANDLING – Coordinates and manages the expectations of all same day appointments
· Maintains quick care – same day appointment schedule
· Appoints patients based list of symptoms based on standing orders
· Sets patient expectations on short single focused nature of visit
· Informs patients that anything outside of visit reason will be rescheduled
· Communicates to doctor and staff of nature of quick care visit
-
MESSAGE FOLLOW THROUGH – Addresses and or follows up on all messages, mail, faxes and incoming communications
-
Processes all calls
-
Takes messages from online portal
-
Takes messages from team email
-
Sorts team mail and faxes
-
Passes messages on to correct party
-
Follow through to insure messages are returned within 24 hours
-
Confirms all messages have been handled for the day
-
PRE-VISIT PREPARATION – Prepares the day before completing all tasks that can be done before the patient arrives including preregistration function
· Arranges all hard copy information required from referring physician before appointment
· Updates patient profile
-
PATIENT REFERRAL COORDINATION – Coordinates straight forward referrals to other specialists if less than 5 minutes according to the established physician protocols
· Handles referrals (less than 5 minutes) based on standing physician orders
· Scheduling procedures or tests (less than 5 minutes) based on standing physician orders
· Receives and processes referrals for services
-
FILING AND SCANNING – Works to maintain a work environment that is paperless. Keeps precise chart counts and regularly updates patient registries
· Request or get old files
· Eliminates paper through scanning
-
TEAM ADMIN SUPPORT – Supports team members by handling key administrative duties
· Maintains daily task list
· Mail new patient paperwork packets if appointment is greater than a week
· Prints and mails recall letters
· Sets and attends team meetings
-
QUALITY IMPROVEMENT PROCESS – Actively participates in the care team and cross functional team quality improvement process
· Identifies care team challenges and documents them
· Identifies care team improvement ideas and documents them
· Actively participates in quarterly care team meetings
· Actively participates in quarterly cross functional meetings base on site wide job descriptions
· Models quality improvement behavior in times of stress and conflict
Qualifications /Training:
Individual must be able to perform basic clerical functions and in addition, the ability to comprehend medical terminology. Six months to one year related experience and/or training; or equivalent combination of education and experience.
Licenses/Certifications/Registrations/Education:
Minimum of a High school diploma or GED equivalent from an accredited school preferred
WORK SCHEDULE
Full time
JOB LOCATION
Myrtle Beach, SC, United States
POSITION TYPE
Full time