Call Center Specialist

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Responds to incoming phone calls, organizes appointments, and appropriately directs inquiries through a warm transfer or EPIC electronic medical record (EMR) messaging system to the relevant staff.

• Executes phone system and answering service operations.

• Engages with patients, prospective patients, legal guardians, and power of attorney in a courteous and friendly manner.

• Oversees daily scheduling for patients and physicians.

• Arranges all patient visits to enhance patient satisfaction, optimize provider template utilization, and ensure effective treatment room usage.

• Collects, documents, and updates personal and financial patient information in accordance with Medicare, State, and Federal regulations.

• Must stay informed about current insurance policies and regulations.

• Manages various work queues in the EPIC EMR system as necessary.

• Confirms referrals and handles pre-certifications as needed.

• Composes, sends, and faxes correspondence as required, including patient letters and new patient documentation.

• Prepares patient materials and handouts as necessary.

• Orders office supplies and ensures a tidy workspace.

• Performs additional duties as assigned.

⛳️ Requirements

• EDUCATION: High School Diploma or equivalent.

• YEARS OF EXPERIENCE: One to three years of customer service experience is required. Experience in a medical office and at least one year of scheduling experience is preferred.

• REQUIRED SKILLS AND KNOWLEDGE: Proficiency with copier, fax machine, telephone systems, postage equipment, and computer skills (Microsoft Outlook, Word, and Excel) is essential. Must be capable of multitasking while maintaining confidentiality. Candidates must pass skills assessment tests and possess the following abilities:

• Strong verbal and interpersonal skills to interact respectfully with patients, physicians, and colleagues, both in person and over the phone. Exceptional customer service skills are essential.

• Proficient computer skills to utilize Electronic Medical Records systems for locating and printing records, as well as scanning new records into the system. Ability to utilize the Practice Management System to verify patient visits and enter registration data.

• Understanding of health insurance coverage and requirements.

• Basic math skills.

• Analytical skills necessary for making decisions based on the facility and clinical circumstances.

• Knowledge of and adherence to HIPAA privacy regulations.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth.

• Supportive work environment with a focus on teamwork and collaboration.