Call Center Representative - Texas Eye Care Network

Inceptions, triages and routes all incoming calls and emails, schedules patients according to the physician’s schedule and template. Conveys messages documented within the patient’s account to the patients. Updates, collects, and verifies patient demographic information, registers patients, updating and educating patients on current practice policies and changes to the organization as instructed by management.

• Maintains a working knowledge of the Physicians’ specialties, schedules, and locations.

• Schedules patients with the appropriate doctor.

• Registration: Obtains and confirms patient demographics, insurance, and updates the patients accounts as needed.

• Understands and has a basic knowledge on insurance, benefits and share of cost.

• Understands and has a basic knowledge of all different insurance lines of services: HMO, PPO, Commercial, Medicare HMO, Medicaid HMO, etc.

• Reactivates patients by conducting re-calls for no shows & cancelled appointments, returns missed calls, responds to patient inquiries with real-time responses (text messages, emails, calls may vary between practices) based on practice protocol.

• Documents accounts appropriately and accurately.

• Directs patient to our website to complete registration forms and/or emails documents as needed.

• Answers non-medical questions and gives routine non-medical instructions. On occasion, when properly trained, will answer some clinical questions.

• Understands and abides by all HIPAA policies and procedures.

Education

Required: High school diploma or equivalent
Preferred: Some college or training in the healthcare field.

Experience

Required: Some experience in healthcare administrative field
Preferred: 1 to 2 years of experience in healthcare administrative field

Knowledge & Skills
Must be competent in the use of basic office equipment including computer, printer, telephone, excel, word, EHR / EMR, patient portal and fax.

Demonstrated ability to communicate effectively and remain poised and professional when interacting with potentially hostile patients and family members.

Must possess excellent clerical and organizational skills.
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