Contact Center Associate

Medical Office Force, a digital healthcare company that provides technology, call centers, and personnel to help physicians deliver digital health services, chronic care management, and remote patient monitoring to their high-risk patients. The Contact Center Associate will demonstrate excellence in customer service and efficiently and effectively interact with patients.

Job Type: Full-time
Benefits: Health insurance
Schedule: 8 hour shift Monday to Friday, On call
Education: Associate (Preferred)
Experience: Customer service: 1 year (Preferred)

What our expectations are:

– Manages large volumes of inbound and outbound calls in a timely manner.
– Provides assistance to patient and other contacting the clinic by telephone; may provide direct assistance, or take messages and direct calls to the appropriate party
– Updates any changes of patient’s information in computer database and scans updated paperwork into Electronic Health Record (EHR) under correct tabs; including documenting phone notes when appropriate.
– Optimizes patients’ satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone.
– Follow communication “scripts” when handling different topics.
– Identify patients’ and other customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
– Navigate through patients’ chart in the EHR to locate appropriate information
– Ensures availability of treatment information by filing and retrieving patient records.
– Maintains patient accounts by obtaining, recording, and updating personal and financial information.
– Verifies pharmacy information and other clinical information related to a patient’s visit.
– Documents notes in the computer regarding collections, payment arrangements, failed appointment notice, or additional conversations.
– Manually reminds patients of appointments when the automatic call reminder system is unable to do so.
– Helps patients in distress by responding to emergencies.
– Protects patients’ rights by maintaining the confidentiality of medical, personal, and financial information.
– Maintains operations by following policies and procedures, and reporting needed changes.
– Contributes to team effort by accomplishing related results as needed.
– Other duties as assigned by the supervisor.