Phone Operator

Description

As a Scheduler, you will use a multi-line phone system and our scheduling software to greet and register patients, schedule their appointments, assist them with any questions, and direct their calls as necessary. This position will work closely with the call center staff and will report to the Call Center Manager.

JOB RESPONSIBILITIES:

• Registers or verifies patient information for every phone call, schedules patient appointments according to provider scheduling templates, and instructs patients accordingly in preparation of their appointment.
• Provides information to patients regarding scheduling, insurance coverage and other information as authorized by the Call Center Lead/Call Center Manager.
• Sends tasks to providers and other staff as necessary.
• Receives and logs voicemails and conducts call backs as necessary.
• Consults with Call Center Lead/Call Center Manager for scheduling conflicts.
• Calls to patients to remind them of and confirm their appointments.
• Will fill-in as an Operator if the Operator line is full.
• All HealthLinc staff is committed to engage in quality improvement initiatives that align with and support Patient-Centered Medical Home (PCMH).
• Performs other duties as assigned.

Level 2 (in addition to above)

• Performs no show appointments and submits proper timely notification to the Site Operations Director of such.

• Makes Gap in Care calls and schedules patients accordingly.
• Upon receiving a certification in Crisis Management, will respond to crisis calls as backup.

Level 3 (in addition to above)

• Coordinates the rescheduling of providers appointments as needed.
• May receive payments for medical and dental charges for patients over the phone.
• Serves as a point of contact for MCE requirements for other staff.

Qualifications

REQUIRED QUALIFICATIONS:

Education/Training

• High School diploma or equivalent
• Associates degree (not required but highly preferred)

Experience

• At least one year of customer service experience
• At least one year of experience in a call center setting (not required but highly preferred)

Skills/Job Requirement

• Strong customer service skills
• Strong organizational and time management skills
• Excellent written and verbal communication skills

• Proven ability to work well in a team environment
• Ability to remain flexible and adaptable

• Bilingual in Spanish preferred

• Ability to follow HealthLinc policies and procedures

Technology Skills

• Operate a multi-line phone system and other office equipment including printers, fax machines, etc.
• Basic software skills (Microsoft Office, EHR, online sources, etc.)

REQUIRED TRAINING:

• All assigned Relias training