Contact Center Representative - Edison
- Answer incoming calls, emails and chats to accurately schedule, re-schedule, or cancel appointments according to guidelines and established protocols.
- Perform new patient pre-registration. Positively verifies/updates patient identity, demographics, insurance and all other data as required.
- Collaborate with patients, medical practices and various insurance companies to ensure that authorizations are obtained in a timely fashion.
- Ensures accuracy in all required demographic, financial, referral/authorization, clinical, and other registration data is accurately scheduled, collected, verified, and communicated.
- Utilize current Electronic Health Record (Epic) to perform transactions and accurately and efficiently document and route messages to the appropriate practice.
- Respond to patient portal requests and educates patients on the use and benefits of the patient portal.
- Assists with locating a primary care or specialty provider with appropriate referrals within the health system.
- Collaborates, communicates and coordinates to create a positive patient experience.
- Assists patients with any questions and resolves calls with minimal outside direction by researching and exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.
- Required to meet specific performance metrics of productivity and quality assurance.
- Adheres to all established workflows, scripting, and department call flow.
- Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to interact with a variety of customers including patients, practice staff, physicians, colleagues and leaders.
- Performs other job-related duties as required.
- Adheres to HMH Organizational competencies and standards of behavior.
- High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
- Minimum of 1 year of previous experience working in a customer service, customer facing (i.e., retail or hospitality) or call center environment.
- Effective verbal, written and interpersonal communication skills.
- Strong telephone soft skills gained from prior customer/patient experience in a similar role or in a call center environment type role.
- Possess a true patient first attitude, and a passion for assisting patients and delivering a differentiating patient experience on every contact.
- Clear speaking voice.
- Outstanding work ethic and strong adherence to shift schedule (may include overtime and weekend work).
- Associate's or Bachelors degree.
- 1 year of healthcare experience as a Medical assistant or assisting patients in any capacity.
- 2 years of previous experience working in an inbound call center environment.
- Previous experience using EPIC system.
- Knowledge of medical terminology, hospital systems, and insurance processes.
- Bilingual-Spanish
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