Description:
POSITION DESCRIPTION
POSITION: Practice Assistant – Call Center
DEPARTMENT: Call Center
LOCATION: 1575 Blue Hill Avenue, Mattapan, MA 02126
REPORTS TO: Operations Manager
TYPE: Full -Time: Experienced
SALARY: Open
Summary:
The Practice Assistant – Call Center is the first person with whom a patient or family member will interact, via telephone prior to a visit. The Practice Assistant – Call Center is responsible for ensuring positive patient experiences through the delivery of exceptional customer service, and courteous interactions. The Practice Assistant – Call Center works closely with all care team members and is responsible for performance of a variety of office functions, including answering incoming phone calls, verification of demographic and insurance information, scheduling appointments, greeting patients and family members, and collecting copayments. May float to other departments/sites to meet the needs of the business.
RESPONSIBILITIES
- Patient Intake and Scheduling:
- Greet patients and a friendly, professional, and attentive manner.
- Register patients within the practice management system, ensuring all demographic, insurance and billing information are correct. Crucial data fields include but are not limited to: Verification that PCP listed on insurance coverage is a Mattapan CHC provider Insurance ID Patient name, address, date of birth, and telephone number.
- Guarantor/Insurance subscriber demographics
- Assure the highest quality standards for all written and verbal communication with co-workers and manager.
- Verify department's two patient identifiers to satisfy HIPAA compliance.
- Book appointments in accordance with the health center's appointment types, processes and guidelines.
- Maintain knowledge of insurance plans and requirements to ensure all necessary
- front-line information is collected to ensure payment of visit claim and manage billing work queues.
- Perform insurance verification through practice management system, or other verification and carrier databases as directed by Operations Manager or Team Lead
- Willingly learns new skills, procedures, protocols as they are introduced.
- Attends training and master new software programs.?
Teamwork:
- Work collaboratively with co-workers
- Participate in achieving common goals
- Share knowledge and expertise willingly
- Offer/lend assistance as needed.?
Communication:
- Convey information clearly in writing and verbally
- Listen with empathy
- Accept feedback in a positive manner
- Respond to inquiries accurately and in a timely manner
Performs other related duties as required or assigned.
Requirements:
High school diploma or equivalent required, with at least two years of equivalent work experience in a health care setting. Strong knowledge of health insurance coverage is a plus.
Working knowledge of computer systems, especially EPIC System.
Strong oral and written communication skills are essential. Ability to communicate effectively in English required.
Fluency in Spanish or Haitian Creole preferred.
Excellent record of attendance, punctuality and flexibility required.
PIdbf955f23d1d-25826-34124513
