Primary Responsibilities Answer and manage a high volume of incoming telephone callsin a professional, courteous, and timely manner.Serve as the primary point of contact for callers, providing accurate information and directing calls to the appropriate department or team member.Schedule, confirm, reschedule, and cancel appointments according to established procedures.
Assist callers with questions regarding appointments and services.
Triage calls appropriately and escalate urgent or complex matters to the appropriate staff member.Document telephone messages accurately and ensure timely follow-up.Provide exceptional customer service and maintain a calm, professional demeanor during difficult or high-volume situations.Perform insurance verification and eligibility checksprior to appointments and as needed.Review insurance information for accuracy and identify missing, outdated, or incorrect information.Obtain and update patient demographic, insurance, and contact information.Communicate insurance-related information and requirements to patients while maintaining confidentiality.Collect copays, deductibles, balances, or other applicable payments in accordance with office policies.Greet and check in patients/visitors in a professional and welcoming manner.Check patients in and out and ensure all required forms, documentation, and information are completed.Coordinate front desk responsibilities while simultaneously maintaining appropriate telephone coverage.Assist with appointment scheduling and maintaining an accurate and organized appointment calendar.
Process administrative tasks as assigned.
Maintain accurate documentation in the electronic medical/office record system.Follow established procedures for patient privacy, confidentiality, and handling of sensitive information.Communicate effectively with clinical, administrative, billing, and other departments to resolve patient concerns.Assist with outbound calls, appointment reminders, follow-ups, and other call-center campaigns as needed.Maintain knowledge of office services, scheduling procedures, insurance requirements, and frequently asked questions.Support other front desk and administrative functions as needed to maintain smooth daily operations.Demonstrate flexibility by rotating betweencall center and front desk responsibilities based on business needs and call volume.Participate in cross-training and maintain competency in all assigned front desk and call center functions.Identify opportunities to improve the patient/customer experience and communicate recurring issues or concerns to management.Perform other duties and responsibilities as assigned.Travel to all sites as needed.
Key Performance Expectations Consistently provideprofessional, friendly, and efficient telephone service.Maintain accuracy when scheduling appointments, verifying insurance, entering information, and documenting calls.Minimize missed calls and ensure callers receive timely and appropriate assistance.Demonstrate the ability to multitask effectively between incoming calls, patients at the front desk, and administrative responsibilities.Maintain a high level of professionalism, confidentiality, reliability, and teamwork.Be willing and able to work inboth the front desk and call center functions, providing coverage wherever needed.
Patient Access Representative • Fort Worth, TX, US
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