Call Center Representative

Dermatology Solutions Group, LLC (“DSG”) provides professional management services to Southeastern Dermatology Group, P.A. (“SEDG”), a medical practice headquartered in Panama City, Florida with locations throughout the Southeast. SEDG has a professional team of physicians who are trained in the medical and surgical sub-specialty of dermatology.

PURPOSE:

Under the supervision of the Lead Call Center Representative, a Call Center Representative answers multiple phone calls, schedules patient appointments, verifies patients' insurance, and enters the patient’s information into the eClinical Works database. Also receives supervision from the Business Services Manager.

SERVICE ORIENTATION:

This position is patient-focused with the objective of ensuring positive patient experiences and outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greets patients by answering multiple phone lines for all of the satellite locations.
• Identifies patients by asking for date of birth and/or name in the computer system and creates a new account and updates established accounts.
• Identifies payer sources, verifies insurance eligibility, financial status, and assigns correct payer type.
• Protects patients’ rights by maintaining confidentiality of personal and financial information and follows HIPAA regulations.
• Maintains operations by following policies and procedures and reports changes as needed.
• Contributes to team effort by accomplishing related results, as needed.
• Routinely demonstrates superior customer service skills.
• Answers the telephone in a timely and polite manner.
• Communicates with patients, internal as well as external customers, in a courteous, professional, cooperative, and mature manner.
• Schedules ‘New’ and ‘Established’ patient appointments for all locations.
• Must have the ability to multi-task in a high-paced work environment.
• Must have the ability to adapt daily to numerous changes in scheduling procedures.
• Distributes incoming faxes within the entire company.
• Calls ‘NO SHOW’ appointments to reschedule and makes appropriate notations in the eClinical Works Database.
• Responsible for keeping track of how many patients canceled or rescheduled their appointment for their assigned provider(s).
• Reviews Practice Management System (eClinical Works) for information that needs to be updated. Works with patients on the phone to obtain updated information and accurately enters the information into the eClinical Works Database using proper English grammar, spelling, and syntax.
• Effectively uses EMR system to document patient records using proper English grammar, spelling, and syntax.
• Staff will be cross-trained to cover the Front Desk: Patient Service Representative, as needed.
• Maintains strict confidentiality.
• Performs other related duties as assigned.

SKILLS:

• Must be highly professional in appearance, tone, and delivery and an effective communicator.
• Dedicated to follow-through and results.
• Knowledge of dermatology practice preferable.
• Must be an exceptional listener, with the proven ability to problem-solve issues discussed.
• The ability to work independently and in a group setting, high integrity, reasonable and thoughtful judgment, a sense of urgency, and analytical and intuitive skills.
• Ability to deal diplomatically with complaints and function well under pressure.
• Have high levels of critical thinking skills, negotiation skills, and the ability to interact with a broad spectrum of individuals.

EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

• High school graduate or GED.
• One year medical experience working in a physician’s office, or equivalent combination of training and experience preferred.
• Proficiency in the operation of a computer keyboard (30 WPM minimum) and ability to work effectively with Microsoft Office Products.

QUALIFICATIONS:

• Must be able to tolerate sitting and working at a desk for 8 hours per day.
• Must have full range of body motion with the ability to push, pull, reach, bend, stand, stoop, stretch, lift, and carry up to 20 pounds.
• Have the hand-eye coordination and manual dexterity needed to operate a keyboard, photocopier, telephone, calculator, and medical equipment.
• Have a normal range of hearing and eyesight to record, prepare, and communicate appropriate reports; specific vision requirements: close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
• Must have a valid driver’s license and good driving record.

ADDITIONAL NOTES:

• Work at other jobs or office locations, as required.
• Occasional travel may be required.

WORK ENVIRONMENT:

The work of this position is performed in an environmentally controlled office environment. The position requires the ability to work under pressure and with a diverse population, including staff, physicians, clients, patients, insurance companies, and other members of the public on a regular basis. The position may cause frequent exposure to communicable diseases, bodily fluids, toxic substances, radiation, medicinal preparations, and other conditions common to a clinical environment.