Medical Scheduler

Associated Retinal Consultants, P.C.

Job Description: Call Center Representative

Business Unit: Corporate/Administration
Employee Status: Full-Time, Non-Exempt
Reports To: Revenue Cycle Manager or Designee

Purpose: The Customer Service Representative will answer calls for a busy, multiple-physicians’ office, scheduling patient appointments, answering questions, and responding to requests. The Customer Service Representative will also verify patient and insurance information; perform backup duties for Medical Office Specialists, as needed; and complete other tasks as assigned.

Key Duties/Responsibilities (may include but are not limited to):
• Consistently provide excellent customer service, pleasantly greeting all callers, and communicating with callers and patients in a respectful and helpful manner.
• Answer inbound calls in a call center setting within designated time frames, answer questions, and direct calls to appropriate person.
• Schedule patient appointments accurately in Practice Management System and consistent with individual physician preference.
• Gather appropriate patient information about medical complaints/concerns and document these accurately and concisely in communications to the physicians and/or office staff. Communications are prioritized appropriately.
• Verify and accurately record patient demographic, insurance, and other information.
• Work with team of co-workers in Call Center and the clinics to answer questions and maintain appropriate scheduling of patients.
• Effectively perform individual share of the workload and actively engage in other assigned tasks during periods of low call volume.
• On occasion, may provide backup to, and perform all duties of, Medical Office Specialists at ARC clinics, as needed.
• Perform other clinical and administrative office functions, including those associated with support of satellite offices, as needed.

Qualifications:
• High school diploma or equivalent
• Experience working in a medical office
• Working knowledge of insurance carriers and their requirements, including prior authorization, preferred
• Excellent phone etiquette, verbal communication, interpersonal, and customer service skills
• Proficient keyboarding skills, working knowledge of database systems, and comfortable with the use of technology
• Exceptional analytical and problem-solving skills
• Demonstrated proficiency with Practice Management System following initial training period
• Ability to perform as a team player

Work Schedule: Varies, but typically Monday through Friday with working hours ranging from 8:00 a.m. to 5:00 p.m. Potential for Saturday work hours depending on location. Work shift hours vary depending on employment status, but generally are 8 hours in length.

Physical Requirements:
• Lift objects weighing up to 25 pounds
• Sit for long periods of time
• Occasionally stoop, kneel or crouch
• Use hand and arms to reach for, grasp and manipulate objects

Tool/Personal Protective Equipment Requirements: N/A
Environment: Work takes place in clean, pleasant, and comfortable office settings.