What are the responsibilities and job description for the New Patient Lead Operator position at Borinquen Health Care Center, Inc?
Borinquen Medical Centers is located in Miami, FL and is seeking to hire a full-time New Partient Lead Operator. The New Patient Lead Operator will transfer calls to correct destination and assist callers as needed. Employee will also register and/or oversees the registration of patients for treatment in the clinic, ensuring that all policies and procedures are observed. Assists with the planning, coordination, and supervision of the administrative activities of the department. Prepares forms, verifies insurance benefits, and explains financial requirements to patients. Answering incoming new patient communication calls, registering these patients, and placing follow-up outbound calls to remind new patients of their appointments.
Tasks and Responsibilities
- Answer inbound and make outbound calls in a high-volume call center, with computer input during calls, collect vital information patient to complete registration
- Transfer calls to the appropriate department whenever necessary
- Conduct introduction calls to verify/confirm services needed.
- Schedule provider appointments by coordinating panel availability
- Take actions and make decisions in line with the responsibilities of the position held to ensure a successful service completion
- Update patient information (insurance, address, phone, email i.e.) regularly through multiple web portals
- Conduct courtesy calls to end users to ensure patient satisfaction with service provided
- Retrieve and return all voice mails within 24 hours
- Update all work orders within 2 business days
- Effectively deal with upset/angry callers; understand the importance of maintaining a professional attitude when handling all calls and escalate to a supervisor/manager when necessary
- Use the most appropriate means to communicate with different personality types on the telephone and within the workplace
- Identify and communicate concerns, problems and challenges to supervisor(s)/manager(s) in a positive, constructive and solution orientated manner
- Ensure customer service levels are in line with company standards
- Handle all task and requests quickly and efficiently
- Act as a role model and take ownership of each task – be pro-company and supportive of all coworkers
- Meet regularly with Supervisor(s)/Manager(s) to discuss issues and receive coaching; request assistance as needed
- Escalate calls/send emails through the proper channels if required
- Arrive to work and scheduled meetings on time and prepared
- Maintain a professional work area, appearance and attitude Interviews in-coming patients for medical, and/or hospital care to obtain demographic information, authorizations for treatment, and related information and consent.
- Counsels patients and families regarding financial issues such as insurance, eligibility for assistance, sliding fee scales, verifies insurance coverage with insurance companies.
- Confirms patient services needed, schedules evaluations and admissions.
- Records patient demographic, insurance, and billing codes into registration and billing system; researches missing information on intake forms; obtains signatures and release forms.
- Leads, trains, and guides the activities of other clerks engaged in patient registration.
- Aids in the planning, coordination, and implementation of clerical, data entry, and operating procedures within the department.
- Provides general information; receives and directs visitors and/or patients.
- Schedules patient appointments for treatment.
- Confirms services needed by patient, and orients patient to specific medical procedure(s) and nature of treatment involved.
- Enroll and dis-enroll Medicaid patients.
- Follows established departmental policies, procedures, and objectives, continuous quality improvement objectives, and safety, environmental, and/or infection control standards.
- May contact attending physicians regarding services required by patient, evaluations needed, and obtain relevant medical records.
- New patient service communication room: Answer phone calls
- New patient service communication room: Manage to answer several calls at the same time
- New patient service communication room: Provide excellent customer service
- New patient service communication room: Schedule appointments for New patients in all departments except (Dental, Behavioral and Specialty)
- New patient service communication room: Provide information pertaining to all required documents
- New patient service communication room: Provide information of all locations and services in those locations
- New patient service communication room: Obtain insurance information
- New patient service communication room: Input insurance information in our system Athena
- New patient service communication room: Provide data on a daily basis of all received and scheduled appointments
- New patient service outbound call: Print
- New patient service outbound call: Call patients 3 days prior of appointment to confirm appointments, then call 24 hours of appointment if not able to confirm cancel appointments.
- New patient service outbound call: Provide excellent customer service
- New patient service outbound call: Provide information of all required documents for registration
- New patient service outbound call: Provide information pertaining to the location which includes address and not limited to the Doctor and service they are scheduled to do.
- Performs miscellaneous job-related duties as assigned.
- Assist the supervisor as needed.
- Support staff in assigned project based work.
- Other duties as assigned by immediate supervisor as required.
REQUIREMENTS
- Excellent customer service skills; a problem solver exhibiting good judgment
- Bilingual Spanish/Creole (preferred)
- Good phone etiquette and excellent listening skills
- Strong written, analytical, persuasive and interpersonal skills
- Strong verbal communication skills; a courteous and professional approach
- Must type at least 40WPM
- Basic computer skills are required – working knowledge of MS Word and Excel
- Ability to prioritize work and meet deadlines
- High school education or equivalent required
BENEFITS
- Medical/Dental/Vision/Short Term Disability
- Company paid long term disability
- Life insurance
- 401K Plan
- Standard Paid Holiday's
- Vacation and Sick Time
- Amazing Team &Atmosphere
