What are the responsibilities and job description for the Call Center Representative position at Children's National Hospital?
This position is located in Silver Spring, MD
Register and schedule patients' appointments by telephone utilizing the physician scheduler and individual departmental guidelines. Communicate with
parents, patients, physicians, community doctors / staff and other staff in a courteous manner. Responsible for obtaining and validating patient
information from various sources and to ensure information entered into the computer management system is accurate. Promote customer service
environment.
Qualifications : Minimum Education
High School Diploma or GED (Required)
Minimum Work Experience
1 year Experience performing patient registration and scheduling, medical insurance screening and verification. (Required)
Functional Accountabilities
Registration and Scheduling Services
- Provide client support to parent / guardian via phone for any or all of the following : on-line registration help; scheduling, rescheduling and / or canceling of appointments whether by parent / guardian or department; inform patient / parent of any departmental scheduling guidelines associated with appointment; reschedule all appointments related to clinic maintenance cancellation.
- Notify parent of the need for completed insurance referral form or any pre-authorization of treatment prior to scheduled appointment; discuss co-payment or payment in full requirements; counsel or refer parent to central business operation's financial counseling or establish a payment plan.
- Complete calls in an accurate and timely manner; transfer calls to appropriate areas as needed; notify manager / supervisor of difficult calls (clarification re insurance, problem callers, etc.); seek appropriate resources to solve problems effectively .
- Anticipate customer service needs to "prevent fires."
- Enter appropriate notes in the system; obtain necessary information for accurate and complete documentation of all registration printouts, consent documents and other forms.
- Anticipate customer service needs to "prevent fires."
Verifying Insurance / Authorization and Process Improvement
Safety
