About The Role

AMG Specialty Call Center MOA

Accurately performs the scheduling, insurance eligibility verification and ensures accurate collection of patient registration data.
Accomplishes flexible work assignments based on daily priority, following established metrics and guidelines.

Principal Accountabilities

Accurately handles incoming phone calls, SMS requests, performs patient registration, placing outbound phone calls and scheduling appointments for Atlantic Medical Group practices within a high call/fast paced call volume environment.

Ensures accurate and timely completion of inbound scheduling requests via fax or electronic work queues.

Indicates special patient needs (ex: special accommodation, exam protocols, interpreter, etc).

Promotes patient portal usage and connects to registration resources when applicable.

Ensures patients are aware of their upcoming appointment at the time of scheduling; assists with cancelling and rescheduling services.

Triage and manages patient referrals to appropriate specialty practices to ensure patients receive timely and appropriate care.

Completes the patient’s Face sheet at the time of scheduling with all necessary demographic/insurance information and forms/documents in efforts to expedite the check-in process.

Maintains and updates patient’s accounts for medical and financial eligibility. Required to operate within Epic Work queues to stay up to date with all upcoming visits requiring this review

Coordinates with patient and physician practice as required to obtain any missing information or to inform the patient of the status of their appointment

Performs real-time insurance verification and interprets responses. Communicates insurance participation, financial responsibility (if applicable) and time of service policy to patient population.

Proactively solicits customer feedback.

Provides proactive and timely responses to internal and external customer needs and requests.

Supports revenue cycle department policies, practices and goals related to the patient experience and quality outcomes.

Meets individual productivity and quality expectations in all job functions.

Escalate cases as appropriate. Reports errors and mistakes found in system to direct supervisor to promote education, coaching and training opportunities of others.

Maintains knowledge of insurance requirements.

Completes all required trainings, participates in staff meetings and in-services

Required

HS Diploma or equivalent
Knowledge of computerized scheduling & EMR system a plus

Preferred

1-3 years of prior experience in contact center space or front facing medical office space
Excellent verbal and written communication skills.
Individual must be customer and employees focused, must have demonstrated ability to multi-task.
Proficiency with Microsoft Office suite.