Customer Care Agent Call Center- M-F 9:30Am-6P

Mednax Hartford , CT 06183

Posted 2 weeks ago

Overview

MEDNAX has grown from a single medical practice to a trusted health solutions partner with more than 10,000 employees and a presence in 50 states. Through our family of companies, we provide:

  • physician services spanning the continuum of patient care
  • revenue cycle management solutions
  • performance improvement consulting

We invite you to grow with us and help shape the future of health care.

The Customer Care Agent (CCA) - Customer Care Center (CCC) is responsible for timely and effective scheduling of patients for multiple offices and modalities, including Mammography, Bone Density, Fluoroscopy, Ultrasound, MRI, CT and Nuclear Medicine exams. Must demonstrate understanding of modalities offered at the specific site locations and hours of operations. The CCA-CCC works in a call center environment. This position has direct patient and referring physician contact and is accountable for representing the company in a pleasant, professional manner at all times.

Responsibilities

  • Schedules appointments for all modalities in a friendly cooperative manner. Verbally obtains demographic and insurance information, and requests pertinent clinical information to schedule exams. Explains office policy regarding insurance participation and required pre-authorization before patient arrives at outpatient locations. Enters scheduling and registration information accurately into Radiology Information System (RIS). Stays informed and up-to-date on exam preparations, time provisions and insurance requirements. Requests lab work, prior imaging/reports or order if necessary.

  • Verifies order is present and valid. Contacts referring physicians, according to JR protocols, and faxes reminder letters to update or request a new requisition. Checks to ensure that the exam is scheduled at the proper site, time and day. Responsible for contacting patients if exams must be rescheduled due to unforeseen circumstances i.e. equipment/site downtime.

  • Escalates questions to immediate supervisor regarding complicated exams. Provides support, training and assistance to other Customer Care Agents as needed.

  • Answers incoming calls with superior customer service. Responds to inquiries, triages and transfer calls appropriately and connects calls to JR physician support unit or physician; receives and delivers messages accurately, succinctly and with respect for confidentiality. Immediately notifies supervisor and/or supervisor's designee of patient or physician complaints or concerns. Responds courteously and timely to inquiries regarding the organization and provides callers with address, directions and other public information.

  • Processes order requisitions in order queue in a timely manner. Responsible for administrative tasks such as inbound fax, web scheduling, Televox, order queue functions and voicemail. Makes copies of forms, fills copier, printer, fax machines with paper, etc., as needed.

  • Obtains pertinent clinical information and enters data into system with accuracy and efficiency. Reviews requisitions and contacts unscheduled patients to verify information and schedule appointments. Maintains logs as required..

  • Participates as a member of the Jefferson Radiology Team. Consistently demonstrates and promotes Jefferson Radiology Values.

  • Ensures a professional attitude and appearance at all times. Consistently demonstrates flexibility and good judgment. Consults with co-workers and supervisor as necessary.

  • Adheres to all Jefferson Radiology policies and procedures, including Compliance, HIPAA, OSHA, licensing and accreditation guidelines. Reviews policy and procedure manuals on an annual basis.

  • Performs other related duties as assigned

Qualifications

  • High school diploma or equivalent, required. Six months or more direct experience in a radiology practice call center and/or Associates degree or equivalent, preferred.

  • Must demonstrate mastery in Radiology exam scheduling and medical terminology.

  • Experience with scheduling and/or medical billing applications, preferred.

  • Excellent diction, communication skills and telephone manner.

  • Excellent customer service and interpersonal skills. Must demonstrate a pleasant, professional demeanor. Good understanding of ICD coding.

  • Knowledge of medical insurance preferred. Computer experience a must.

MEDNAX IS AN Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status


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Customer Care Agent Call Center- M-F 9:30Am-6P

Mednax