What are the responsibilities and job description for the Front Office Coordinator position at SEAN BOUTROS, M.D., PLLC?
The Call Center Agent is responsible for supporting and maintaining the clinical practice by providing patients with an exceptional overall customer service experience during phone calls. The Call Center will support and uphold established policies, procedures, objectives, quality improvement, safety, codes and requirements of accreditation and regulatory agencies.
Essential Job Duties & Responsibilities:
The Call Center Agent has the responsibility to carry out duties as directed by My Houston Surgeons.
Communicates on a regular basis with the designated My Houston Surgeons Supervisor(s).
Alerts Supervisor(s) and seeks assistance when an activity or process change within the clinic changes or deviates from the current process.
Follows and always maintains patient confidentiality appropriate with HIPAA compliance standards.
Attends training sessions as needed to increase knowledge base and skill level.
Ensures patient appointments are confirmed for the following business day.
Ensures patients are greeted over phone in a friendly, warm manner.
Answers phones, resolves patients’ requests/questions and routes to appropriate personnel as needed.
Collects consult fees over phone when scheduling appointments; applies the payment; files receipt by appointment date to obtain signature from patient – when applicable.
Schedules/changes patient appointments for seven surgeons.
Ensures billing office is notified when an insurance appointment is scheduled so that benefits can be verified.
Maintains a rotation spreadsheet for non-doctor-specific calls into office.
Administrative tasks to include filing, scanning, shredding, faxing, copying, mailing, data entry, etc. as needed.
Ensures that any physician referrals received via fax are contacted and scheduled; referral physicians are added to the electronic medical record and the referral note is attached into the patients record.
Completes specific data collection documents and runs reports as designated by supervisor(s).
Other duties as assigned by My Houston Surgeons supervisors and physicians.
Abides by MHS scheduling protocols.
Transfers all billing questions to the appropriate party at Spring Valley Billing (SVB)
Transfers all medical questions to the appropriate nurse or party.
Adds all cancelled appointments to the MHS queue – when applicable
Notifies appropriate (PCC) Patient Care Coordinators of cancelled cosmetic consults.
Strong ability to multi-task, set priorities, and manage time effectively.
Robust understanding of customer focus and the ability to adapt to different personality types.
Ability to handle a high volume phone line while being calm, courteous, and effective
Secondary Job Duties & Responsibilities:
Checks faxes as needed when Lead Front Office Coordinator requests or is unable to do so.
Schedules follow up appointments and collect payments as needed.
Answers the phone in a polite and professional manner, triages the call, and directs it to the appropriate person in the practice.
Education / Qualifications / Experience:
Any combination of education and experience that would demonstrate a high level of proficiency and advanced understanding of healthcare operations.
High school diploma or equivalent
Must be BILINGUAL.
Customer service skills are mandatory.
Experience with multiple phone line system is preferred.
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