What are the responsibilities and job description for the Confirmation Agent - Back Office - Bilingual (English/ Spanish)- West Orange, NJ position at Nirvana Healthcare Management Services?
Job Purpose
The 24-Hour Appointment Confirmation Agent serves as the initial point of contact for patients via telephone, assisting them in accordance with Nirvana Healthcare Management's customer service standards. The agent is responsible for confirming appointments, tests, treatments, and other procedures 24 hours before the scheduled time. This role involves assessing the needs of patients to ensure appropriate scheduling with healthcare providers, consistent with clinic policy and patient needs, to optimize smart scheduling and patient office flow. Bilingual proficiency in Spanish.
Qualifications
Appointment Confirmation and Scheduling:
Nirvana Healthcare Management Services is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment based on race, color, sex,
religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.
The 24-Hour Appointment Confirmation Agent serves as the initial point of contact for patients via telephone, assisting them in accordance with Nirvana Healthcare Management's customer service standards. The agent is responsible for confirming appointments, tests, treatments, and other procedures 24 hours before the scheduled time. This role involves assessing the needs of patients to ensure appropriate scheduling with healthcare providers, consistent with clinic policy and patient needs, to optimize smart scheduling and patient office flow. Bilingual proficiency in Spanish.
Qualifications
- Education: High school diploma or equivalent required; additional education or certifications in healthcare administration is a plus.
- Experience: Prior experience in a healthcare setting or customer service role preferred.
- Excellent verbal and written communication skills.
- Proficient in using computer systems and navigating EHR software.
- Strong organizational and time management skills.
- Ability to manage a high volume of calls efficiently.
- Detail-oriented with the ability to accurately update patient records.
- Competent in verifying demographic and insurance information and handling sensitive patient information.
Appointment Confirmation and Scheduling:
- Confirm appointments, tests, treatments, and other procedures 24 hours prior to the scheduled time.
- Use computer and phone systems to schedule, change, cancel, coordinate, and confirm appointments, including ancillary tests and procedures.
- Maintain and update provider schedules to reflect current appointments and availability.
- Provide patients with instructions and preparations for tests and procedures via phone and text.
- Contact patients the day after a missed appointment to reschedule and discuss the importance of attending appointments.
- Manage a monthly report on missed appointments, analyzing trends and providing insights to the management team.
- Obtain and update patients' personal and health information accurately.
- Verify and update medical insurance information.
- Navigate through patients' charts in the Electronic Health Record (EHR) system to locate and update necessary information.
- Handle patient inquiries, relay messages about scheduling, and provide necessary information.
- Follow communication scripts when addressing different topics with patients.
- Manage large volumes of outbound calls efficiently and in a timely manner.
- Monitor text messages via Solution Reach, ensuring cancellations are identified and reconciled with the schedule.
- Document all patient interactions as notes in the EHR system.
- Regularly attend work to fulfill the essential functions of the position.
- Meet ongoing competency requirements to maintain role-specific skills and knowledge.
- Ability to sit for extended periods and work at a computer station.
- Adequate hearing and speech to communicate clearly via telephone.
- Office setting within a healthcare facility.
- Fast-paced environment with frequent interaction with patients and healthcare providers.
- Timely and accurate scheduling.
- Thorough documentation of patient interactions and outcomes.
- Effective communication with patients and providers.
- Adherence to company policies and procedures.
- Competitive salary based on experience.
- Health, dental, and vision insurance.
- Paid time off and holidays.
- Retirement savings plan.
- Professional development opportunities.
- Comprehensive onboarding and training programs.
- Continuous learning opportunities through workshops and courses.
- Mentorship from experienced healthcare professionals.
Nirvana Healthcare Management Services is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment based on race, color, sex,
religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.
