Call Center Representative

Schedule

Variable shifts from 8:00 AM to 5:30 PM, Monday to Friday. One late shift per week from 11:30 AM to 8:00 PM. Saturday shifts from 8:00 AM to 4:30 PM.

Register and schedule patients’ appointments by telephone utilizing the physician scheduler and departmental guidelines. Communicate with parents, patients, physicians, community doctors/staff, and other staff in a courteous manner. Ensure patient information is accurately entered into the computer management system and promote a customer service environment.

• Minimum Education: High School Diploma or GED (Required)
• Minimum
  
  Work Experience:
  
  1 year performing patient registration and scheduling, medical insurance screening and verification (Required)
• Equivalent customer service or call center experience and education can be considered in lieu of patient registration, scheduling, insurance screening and verification experience (Required)
• Experience in a healthcare setting preferred (Preferred)
• Telephone call center experience helpful (Preferred)

• Provide client support to parent/guardian via phone for on‑line registration help; scheduling, rescheduling and cancelling appointments; inform patient/parent of departmental scheduling guidelines; reschedule all appointments related to clinic maintenance/cancellation.
• Notify parent of the need for completed insurance referral form or pre‑authorization prior to scheduled appointment; discuss co‑payment or full payment requirements; counsel or refer parent to central business operation's financial counseling or establish a payment plan.
• Complete calls accurately and timely; transfer calls to appropriate areas; notify manager/supervisor of difficult calls; seek appropriate resources to solve problems effectively.
• Anticipate customer service needs to prevent issues.
• Enter appropriate notes and obtain necessary information for complete documentation of all registration printouts, consent documents and other forms.

• Work with insurance companies to verify eligibility and coverage using EVS, ENVOY, Mamsi‑online, UHC and phone; obtain authorization and benefit information; document in account notes.
• Collect and verify demographic, PCP/referring physician and insurance information.
• Make recommendations for internal process improvements.

• Speak up when team members exhibit unsafe behavior or performance.
• Continuously validate and verify information for decision making or documentation.
• Stop in the face of uncertainty and take time to resolve the situation.
• Demonstrate accurate, clear and timely verbal and written communication.
• Actively promote safety for patients, families, visitors and co‑workers.
• Attend carefully to important details; practice Stop, Think, Act, and Review to self‑check behavior and performance.

• Anticipate and respond to customer needs; follow up until needs are met.
• Demonstrate collaborative and respectful behavior; partner with all team members to achieve goals; be receptive to others’ ideas and opinions.
• Contribute to a positive work environment; demonstrate flexibility and willingness to change; identify opportunities to improve clinical and administrative processes; make appropriate decisions using sound judgment.
• Use resources efficiently; search for less costly ways of doing things.

Primary

Location:

Maryland-Silver Spring

Work Locations:
Tech Hill 12211 Plum Orchard Drive Silver Spring 20904

Job:
Administrative Support / Customer Service

Organization:
Ambulatory

Position Status: R (Regular) - FT - Full‑Time