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