Medical Office Appointment Scheduler/ Telephone Operator

JOB FUNCTIONS:

Answering telephones in a timely manner and utilizing good customer service. To schedule patient appointments accurately as well as with the requested appropriate physician.  Verbally promotes a positive image of the company. 

 ESSENTIAL FUNCTIONS:

 1.      Proper telephone etiquette. Operates the switchboard efficiently by handling multiply lines, answering calls promptly, transferring calls, and overhead paging and resourceful to the callers.

2.      Schedule patient’s appointments electronically and accurately with requested physician and based on the physician’s policy.

3.      Confirms and updates patient demographic information as needed.

4.      Accurately processes updates to patient demographics and accurately verifies and updates patient’s insurance information.

5.      Utilizes the E.H.R program efficiently for tasks such as: sending electronic messages, sorting electronic faxes, forwarding to the appropriate physician or nurses fax folder, scheduling and updating insurance.

6.      Whenever possible, resolves questions directly so that the patient receives prompt satisfaction i.e., good understanding of clinic policies, answer general questions and the ability to communicate them face- to- face or to the caller over the phone.

7.      Responds calmly and proactively to urgent calls i.e., bomb threats, life threatening calls and patient complaints.

8.      Efficient communicator: articulate words, greet the callers in a welcoming tone of voice, and give immediate verbal response to caller’s conversation.

9.      Personality and demeanor to deal with the public over the phone and in person. To include periodically difficult callers or visitors.

10.  Good listener: identify and anticipate the callers’ needs.

11.  Assist with training new employees in all aspects of appointment scheduling, insurance and updating patient charts.

12.  Participates in the medical office emergency routine, when required. Summons nurse and ambulance of EMS in case of patient or visitor emergencies. Assist other staff members as needed.

 ADDITIONAL RESPONSBILITIES:

 1.      Printing EOB’s and stuffing envelopes for insurance claims

2.      Assisting with copying checks and writing out deposits slips.

3.      Assist with clerical duties for the billing department such as return mail and charge entry.

4.      Cross train in the Front Office for patient check-in.

5.      Handle medical record for outgoing and incoming requests that are non-billable.

6.      Cross train in all aspects of the front office.

7.      Perform other duties as requested.

POSITION REQUIREMENTS:

§  High School graduate or equivalent

§  Handle multiply phone lines.

§  Good computer skills

§  Basic office skills such as typing, filing, and printing.

§  Ability to act independently and work in a fast-paced environment.

§  Personality and demeanor to deal with the public and assist ill, older, or distraught patient.

§  Multi-task

§  Excellent communication skills

§  Graduate of certified medical office training course or medical office working knowledge preferred.

§  Good sense of organizational skills

PHYSICAL REQUIREMENTS:

§  Sitting behind desk for long period of time

§  Ability to read small print.

§  Lifting less than 30 lbs.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.