Job Summary
Contact Center Agent - Responsible for providing an exceptional “Patient First” experience, creates the first impression of AH practices. Responsible for handling all the patient’s scheduling needs with minimal hand-offs. The functions include all aspects of patient scheduling such as template creation, modification and deletion in accordance with scheduling guidelines, insurance verification, and referral assistance as needed, schedules and coordinates all appointments for clinics, outpatient diagnostic and therapeutic services.
Duties And Responsibilities
- Executes registration process:
- Provides outstanding service to patients, handles intake of multiple phone lines using established scripts, protocols and service processes.
- Responds to each call in a professional manner and provides excellent customer service in a polite and compassionate way.
- Obtains, verifies demographics and insurance information for the purpose of complete registration process.
- Identifies and assigns correct medical record numbers.
- Executes scheduling process:
- Processes web and other electronic appointment scheduling requests and determines appointment type and urgency.
- Schedules appointments, coordinates services, communicates scheduling information and provides instructions and directions to patients.
- Communicates with other patient access services areas, utilization review, and related departments any problems, additional information, needs for authorization, referral, or pre-certification.
- Handle scheduling conflicts, cancellations or revision based on patient's requests.
- Electronically/Verbally confirms appointments prior to the scheduled date, mails out reminders/reschedule letters.
- Ensures that the patient is notified about any appointment modifications, clarifies the reason, collects patient feedback and reports any inconvenience to the team leader.
- Schedules return appointments, labs, and radiology tests.
- Provide patients with necessary instructions regarding preparation, timing and location of requested services.
- Handles dedicated arrangement of complex appointments with multiple services or according to ambulatory protocols.
- Supports ambulatory front desk staff and clinical teams by facilitating scheduling processes, templates changes, modifications and over bookings.
- Work closely with clinical department staff to schedule procedures in an efficient manner based on departmental scheduling protocols.
- Schedules changes for all physicians and nurse practitioners, new consults.
- Provides general assistance to patients as they make requests and respects the dignity and confidentiality of patients.
- Adheres to and roles models AH-wide and Patient Access team values, policies and procedures:
- Maintains a good attendance record and reports on-time for work.
- Cross-trains with other patient access staff and assists with training and orientation of new employees as assigned.
- Interfaces internally with medical records, insurance, phone operators, nurses and physicians daily regarding the needs of patients.
- Adheres to AH standards as they appear in the Code of Conduct and Conflict of Interest policies.
- Contributes to improving policies, processes and procedures to achieve better patient experience and cost reduction
In view of the developing and changing needs and opportunities within AH during this start-up phase, this position may be required to perform other duties as assigned and reporting relationships may vary.
Essential
Qualifications, Skills, and Experience
Preferred
Education
Diploma Degree
Experience
1 year in healthcare related field, or experience in scheduling and/or registration in a healthcare setting
- Experience in a customer service environment.
- Previous Knowledge of electronic scheduling capabilities.
- Medical Terminology knowledge
Certification and Licensure
Skills And Abilities
- English language competency
- Arabic fluency
- Communication Skills
- Adaptability
- Problem-Solving Skills
