Purpose of Job:
- Answers inbound calls and respond to customer requests to ensure customer satisfaction. ... Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer's problems & complaints to ensure achieving the FCR target.
Duties and Responsibilities:
- ln charge of numerous tasks ranging from patient communications to relaying information to providers.
- Handles incoming or outgoing customer / patient calls, social media, and other communication channels.
- Handling booking, scheduling, inquiries, transfer to physicians, tele services, customer complaints, billing inquiries, customer survey, or support issues.
- Ensure that each appointment is scheduled correctly and in harmony with provider's preference.
- Perform new patient pre-registration. Positively verifies/updates patient identity, demographics, insurance and all other data as required. Verifies insurance eligibility. Obtain complete and accurate clinical and financial information during the scheduling process.
- Obtain copy of insurance card, photo ID... etc. to be stored in Electronic Medical Record. Complete all documentation in accordance with department policy and procedure.
- Utilize and document all conversations, demographics to Electronic Medical Record timely, accurately and efficiently.
- Reschedule appointment for patients who did not show or cancel.
- Transfer or schedule a teleconsultation call for our patient to meet our experienced doctors remotely for a medical consultation.
- Triage calls according to priority and urgency, transferring calls as necessary.
- Explain and enroll patients in the patient portal.
- Follow guidelines and coordinate communications with clinical areas to accommodate the customers requests.
- Attend and actively participate in all department, team and/or committee meetings.
- Maintain knowledge of multiple insurance companies requirements
- Respond to patient requests in a timely manner, accurately and efficiently documenting and tasking messages.
- Maintain a professional and courteous manner while protecting confidential patient information.
Job Requirements:
Education:
- Bachelor's degree in any field.
Experience:
- Experience in a call center or high-volume call position, preferred
- Pharmaceutical/ Insurance/ medical/ healthcare background is a plus
- Knowledge of patient registration, medical appointment scheduling, health insurance is a plus.
Skills:
- Good in English.
- Customer Oriented.
- Excellent communication skills and customer handling skills.
- Strong problem solving and analytical skills
- Flexible team player.
- Eagerness to learn and be a pillar of support for the larger brand team.
- Proactive and Energetic.
- Action Oriented and detail driven.
