Call Center Representative

Reports To

Practice Manager

Job Overview

To support practice growth by managing incoming phone volume, scheduling appointments, manage incoming referrals and the fax inboxes.

Responsibilities and Duties:

• Answer incoming calls and route them to the appropriate department

• Schedule both new patient and follow up appointments for both commercial and legal patients. Prior to scheduling, please check the alerts for patients who should not be scheduled. Ensure the visit types, visit statuses, and facilities are correct based upon the type of patient (commercial or legal) the visit type (NP, F/U, post op, etc.), and telehealth or

in office visit.

• Ensure the patient brings all applicable documentation to the appointment including Med Pay policy limits and accident report for MVA, ID and insurance card for commercial insurance patients.

• Ask if patients have imaging disks, and ask them to bring those to their scheduled visit

• Manage all incoming referrals for both commercial and legal through the R jellybean (incoming), through the D jellybean in both fax inbox plug in and fax inbox web mode consistently throughout each day. Create the referral and make outbound calls to schedule patient appointments. Forward legal referrals to the case manager for follow up with the assigned attorney and/or case manager. If the patient does not make an appointment after 3 attempts, mark the created referral addressed.

• Route all non-referral faxes received in the fax inbox lug in and web mode to the appropriate staff member internally consistently throughout the day

• Check voicemail and return calls consistently throughout the day

• For FMLA/LOA paperwork received by fax, scan into the patient's chart in the FMLA/Disability folder. Send an action to Kristen, attach the document, time stamp and add a comment letting her know whether payment has been received in advance

• Fax treatment notes to either attorney offices or referring physicians on a weekly basis for the previous week visits