Under the Direction of the Department Lead and/or Manager, this position is responsible for answering phones, directing calls, and accurate and timely patient scheduling of Mammography, Ultrasound, Dexa, Fluoroscopy and X-ray exams. However, they must learn and have knowledge of MRI, CT and arthrograms as well. Provides efficient, effective, quality customer service through a variety of duties including, but not limited to: appointment scheduling, collection and entry of patient demographics and collecting payments. Maintains the confidentiality of all information, as stipulated in the HIPAA Privacy Rules and Confidentiality Policy.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Accepts incoming calls pleasantly and appropriately using assigned greeting and using name.
Checks voicemail according to the daily schedule.
Is proficient in scheduling Ultrasound, mammograms, fluoroscopy and xray exams.
Schedules and Cancels appointments at patient request.
Updates patient information as necessary. Reviews/updates patient demographics as needed.
References modality credentialing protocols to assure accurate scheduling.
Identifies when registration is required at time of call and advises the patient accordingly and connects the patient to Registration.
Researches each patient entry to insure that only one patient record exists by matching designated criteria in the Epic database. Identifies duplicates patients and completes patient merge requests following established guidelines.
Participates in the collection of patient balances.
Utilizes materials appropriately when making decisions.
Participates in the rotation of department responsibilities and performs other projects and duties as related to the organization's objectives.
Attends meetings as required. Responsible for maintaining accurate and current resource material. Utilizes materials appropriately when making scheduling decisions.
KNOWLEDGE SKILLS AND ABILITIES:
Able to perform each of the Essential Duties satisfactorily.
Demonstrates good organizational skills and ability to prioritize daily work.
Ability to recognize and report issues.
Capable of interacting with, and relating to, people of varying educational levels and backgrounds, conveying information clearly and succinctly, applying listening, tact, responsiveness, empathy, and confidentiality.
Must be able to get along with others, work as part of a team, accept constructive criticism, adapt behaviors quickly, and consistently follow and apply work rules. Works effectively with others to accomplish objectives and goals. Willingly offers assistance to others when the need arises.
EDUCATION and / or CERTIFICATION/LICENSURE:
High school diploma or GED
Previous call center or scheduling experience preferred.
Experience in typing, use of the keyboard and computer entry