Clinic Patient Access Phone Triage

Overview

The Clinic Patient Access Phone Triage position is responsible for answering incoming calls, providing results, relaying information between the provider and the patient and from the patient to the provider, and to schedule appropriate follow up appointments and surgeries, pre op / post op. In addition, this position will be responsible for collecting any fee's associates with services. The position will also be cross trained to provide coverage to the front and back office, when needed. The individual must portray confidence, while promoting a friendly, knowledgeable environment for patients, staff and providers.

Responsibilities

1. Answer the phone in a timely and polite manner.

2. Take accurate notes, taking a message when applicable, and relay the message to the appropriate provider / person.

3. Respond timely to voicemails received, follow up to address the message with knowledge and confidence.

4. Maintain accurate logs.

5. Become very knowledgeable about Dermatology and be able to explain :

a. Wound care

b. Dermatologic diseases

c. Dermatologic procedures

d. Dermatologic prescriptions

6. Accurately schedule appointments for :

a. Mohs surgery

b. Excisions

c. ED&C

d. Follow-Up

e. Recalls

7. Ability to provide instructions for any scheduled procedures, including pre-op and post-op care.

8. Will collect any fee's associate with services, including a deposit and / or outstanding balance and update the daily ledger, as required.

9. Perform other related duties as assigned.

Qualifications

Education

1. Minimum post high-school education in a medical support field : Certified Medical Assistant.

2. Must keep current on all state certifications, licenses, and / or registrations to continue employment.

3. 1 year of recent medical office experience in a similar capacity is preferred.

Knowledge, Skills and Abilities

1. Bilingual in Spanish strongly preferred.

2. Must attend mandatory meetings, which include but are not limited to, Customer Services and Staff Meetings.

3. Proficient in basic computer functions.

4. Must be able to understand and spell Dermatologic medical terms and prescriptions.

5. Must possess excellent customer service, communication and organizational skills.

6. Ability to operate standard office equipment.

7. Ability to type a minimum of 40 wpm is preferred.

8. Must possess attention to detail.

9. Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team.

10. Ability to respond positively to constructive criticism and direction from supervisors.

11. Must demonstrate professional appearance and manner at all times.

12. Must display a friendly, cheerful, tactful, and polite demeanor, and must be compassionate and caring in dealing with others.

13. Ability to maintain confidentiality of information.

Physical Demands

1. Ability to communicate in an active multi-office environment.

2. Ability to efficiently operate all job related office equipment (telephone, computer, electronic fax, etc).

3. Ability to communicate via telephone, email, instant message.

4. Ability to sit for large portions of a workday.