Under the supervision of the Call Center Management, the Call Center Specialist is responsible for customer service, registration, appointment scheduling and insurance verification. Answers multiple telephone lines with accuracy and clarity. Duties include but are not limited to providing patient care support for appointments, such as registering, insurance verification, scheduling, checking patients in and out, and assisting with financial assistance while maintaining statistics, utilizing the computer system, and maintaining the referral data base. Provides customer service assistance to the staff, physicians, and patients; provides coverage assistance as needed to other areas than call center, such as front desk procedures, and other areas. Must be a flexible team player and manages multiple priorities to meet administrative and patient care needs. Provides excellence in customer service.
Adheres to the established scheduling protocols and telephone scripting and behavioral standards. Interviews customer via telephone to obtain demographic and financial information necessary to secure patient account. Completes registration for new or previously registered patients, timely and accurately. Registers bulk accounts as needed. Verifies insurance eligibility for outpatient services on all Third Party Payers. Utilizes various automated eligibility systems to obtain basic eligibility information.
Communicates and documents clearly and effectively with patient/clinic staff when services are deemed unauthorized. Advises patient of clinic deposit requirements based upon UCSD Medical Group Financial Policy. Collects co-pays etc. Researches and responds to patient basic billing inquiries, assists with resolution of minor billing problems. Refers patient to appropriate agency/resource for financial assistance. Refers patient to alternate source of healthcare when appropriate. Maintains workstation in an organized manner as outlines by management to facilitate efficient and effective retrieval of information. Reads and adheres to policy changes within Registration and Scheduling. Attends and actively participates in staff meetings, sharing information and ideas with co-workers to maintain and environment conducive to learning and supports cohesive team atmosphere.
Previous directly related Call Center and Front Desk experience in a large complex healthcare setting.
IDX, PCIS and EPIC trained.
Knowledge of third-party payors including federal, state and private health plans.
Experience with patient check-in and cash handling.
Experience updating Registration.
Possess demonstrates problem solving ability by using good judgment and applying these skills to assist customers and ensure customers' expectations are met.
Possess demonstrated computer skills and be able to work between multiple systems during calls.
Possess excellent customer service skills.
Two (2) years of call center experience.
Three (3) years of relevant experience in a healthcare setting, orthopaedic practice preferred.
High School Diploma or equivalent combination of education and experience.
Must be able to work various hours and locations based on business needs.
Employment is subject to a criminal background check and pre-employment physical.
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