Overview:
JOB DUTIES
Delivers excellent customer service while providing information regarding services to patients, hospital, staff and community health care providers in a high volume call center environment. Performs intake triage, appointment scheduling and referral of patients to faculty physicians based on knowledge of administrative protocol and University of Florida physician specialties.
Essential Functions
- Provide excellent customer service to patients, staff, and community health care providers while handling high volume incoming phone interchange on an automatic call distribution system.
- Act as patient advocate to facilitate problem resolution via telephone in a timely and courteous manner.
- Perform accurate registration interview with direct data entry to facilitate full registration for all new patient appointments and up to date information on all established patients across multiple provider specialties as assigned.
- Provide patients verbally and through confirmation letter, notification of all appointments to include location, provider, required ancillary services ,preparations and payment requirements.
- Verify insurance information. Verify benefits and insurance referral information.
- Intercede on the patient’s behalf as necessary to arrange for special services, i.e. interpreters for both the hearing impaired as well as those with language barriers, wheel chairs and other special transportation needs.
Temperament
Adhere to company policies and procedures, demonstrate the core values and Hospitality behaviors, resolve conflict through open, honest, professional communication, demonstrate positive and enthusiastic attitude, keep supervisor and leadership apprised of issues, and seek opportunities to recognize others.
Qualifications:
SKILLS, QUALIFICATIONS, AND REQUIRED EXPERIENCE
Skills, Knowledge, Abilities
- Operate multi-line automatic call distribution compatible telephone.
- Possesses critical thinking, prioritization, and organizational skills.
- Attention to detail and quality of work.
- Basic computer literacy and arithmetic skills.
- Ability to organize and prioritize assignments to work independently as well as a collaborative team
member
Length of Experience Type of Experience Required/Preferred
2 years Data entry required
2 years Clerical/customer service -
ideally in a health care related industry preferred
1 year Third party payors and computer experience for
inputting data and reviewing patient demographic material preferred
1 year Call center preferred
Education Requirements
Degree/Diploma Obtained Required/Preferred
High School Diploma or GED equivalent required
UFJPI is an Equal Opportunity Employer