Job Title: Call Center Representative

General Summary of Duties: Provide a variety of duties, including, but not limited to, patient scheduling, receiving calls, patient check-in/out, taking messages, verifying insurance information, entering charges and patient information into the EMR system, and answering patient questions.

Supervision Received: Report to Practice Manager or Call Center Supervisor

Supervision Exercised: None

Typical Physical Demands: Requires sitting, some standing, stooping, and stretching. Occasionally may lift up to 30 pounds. Requires sufficient hand-eye coordination and manual dexterity to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eye sight to record, prepare and communicate appropriate reports.

Typical Working Conditions: Work is performed in an office environment. Involves contact with staff, patients, and visitors.

Primary Duties/Responsibilities Include but is not Limited to:

• Direct patient registration, patient insurance, billing and collections to ensure accurate patient billing and efficient account collection.
• Broad knowledge of front office practices and procedures, including the Company’s Electronic Medical Records system (EMR).
• Broad understanding of insurance practices and procedures.
• Assist with billing related issues.
• Ensure compliance with regulations and standards of performance for quality care.
• Answer telephones and assist with patient check-in/check-out, as needed.
• Direct patient requests or questions to the appropriate provider.
• Schedule appointments.
• Provide assistance to other office staff as needed.
• Maintain excellent customer service skills in dealings with patients, coworkers, and the public.
• Maintain patient confidentiality.
• Perform related work and other duties as required.

Performance Requirements: Knowledge, Skills, and Abilities: In depth knowledge of medical office practices and procedures, including billing practices and procedures, patient record management.

Education: High school diploma.

Experience: Three to five years related call center or front office medical experience. Broad understanding of ICD-9 and CPT coding practices. Proficiency in the use and application of personal computers and related software. Broad understanding of insurance practices and procedures. Broad understanding of medical terminology.

Certifications/License: None

Alternative to Minimum Qualifications: None

Requirements: MMR and Flu vaccinations required (unless approved for a Medical or Religious exemption), PPD, Background and Drug Screening required.