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Customer Care Rep - 2

Company: Summit Medical Group
Location: Florham Park
Posted on: March 19, 2023

Job Description:


Education, Certification, Computer and Training Requirements:

  • High School Graduate/GED required. Diploma from a vocational or technical program required.
  • 2-4 years' experience, required.
  • Ability to communicate in English, both orally and in writing required.
  • Strong interpersonal and customer service skills required.
  • Knowledge of medical terminology required.
  • Ability to organize and perform multiple tasks in a timely manner required. Strong attention to detail required.
  • Previous office and computer experience required. Experience with Standard Office Technology in a Window based environment preferred.
  • Experience with Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail) preferred.Description

    Essential Job functions:
    • Answers telephone, schedules and reschedules all radiology exams as requested and in accordance to department protocol, advising patients of pre-exam prep, if needed.
    • Obtains, verifies and updates patient information; maintains confidentiality according to policies:
    • patient demographics
    • pre-registration of patients
    • insurance contracts and coverage
    • other data fields as needed
    • Ensures accuracy in placing orders in the electronic health record.
    • Demonstrates working knowledge of the insurance grid for all services performed
    • Adheres to workforce maximization schedule.
    • Answers phones immediately and demonstrates ability to transfer calls with the highest customer service possible. Consistently provides the highest level of customer service when interfacing with patients, co-workers and other SMG departments.
    • Achieves a minimum of 11 calls per hour average. Maintain 90% or higher call quality threshold
    • Works as a team member demonstrating respect of the individuals, supportive and helpful towards co-workers and physicians.
    • Maintains a clean and professional work environment.
    • Establish and maintains a positive working environment at all timesacts as a brand ambassador for all SMG providers and services.General Job functions:
      • Responsible for scheduling patient appointments in multi-modality, multi-location environment.
      • Accurately recommends earliest availability to patients, amongst five main imaging hubs, following scheduling criteria for each modality
      • Responsible to identify and coordinate the required medical test prior to seeing a physician for a physical examination or to bring a patient in fasting.
      • Creates patient orders in the electronic health record with correct diagnostic codes for physician's review for imaging testing.
        • Adheres to all Summit Medical Group policies and procedures, including, but not limited to Attendance Tardiness (HR-102), Meal and Other Breaks Policy (HR-108), Standards of Conduct (HR-116), Working Hours and Overtime (HR-109)
          • Must be able to identify WC/MVA insurance cases for referral to a case coordinator.
          • Perform patient account upgrades including demographics, health insurance, referring provider and PCP.
          • Must be knowledgeable and conversational in all health insurances that are par or non-par with SMG.
          • Adheres to the call center schedule while being accountable to follow specific call quality guidelines and measurements.
          • Reviews any outstanding monies due to SMG when scheduling appointments.
          • Must be comfortable with daily extensive computer use navigating multiple applications while engaging in conversations with patients or clinical office staff.

Keywords: Summit Medical Group, New York , Customer Care Rep - 2, Other , Florham Park, New York

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