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Customer Care Representative - Scheduling

Job ID 12186770 Date posted 06/12/2019

Essential Job functions:

  • Answers telephone, schedules appointments according to protocol.
  • 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 call standard as pre-determined by department goals. 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 times -- acts as a brand ambassador for all SMG providers and services.

General Job functions:

  • Responsible for scheduling patient appointments in multi-specialty, multi-location environment.
  • Accurately recommends physicians and schedules into more than 18 medical specialties with individual scheduling criteria for 100+ providers.
  • 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 laboratory and imaging testing.
  • Coordinates diabetes focused visits which include identifying and scheduling required diabetic labs, identifying correct diagnostic codes for diabetic orders and also identify if an ophthalmology or podiatry appointment is required.
  • Coordinates appropriate patient appointments for the SMG Hedis outcome initiative which is tied to physician dashboards.
  • 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.
Job Requirements

Education, Certification, Computer and Training Requirements:

  • High School Graduate/GED required.
  • 2<del cite="mailto&#58;Nicki&#37;20Hernandez" datetime="2018&#45;12&#45;05T15&#58;26"> </del>years customer service experience required.
  • 2-4 years' related experience preferred
  • Ability to communicate in English, both orally and in writing required.
  • Strong interpersonal and customer service skills required.
  • Knowledge of medical terminology preferred.
  • 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.

Physical Job Requirements:

  • Dexterity of hands and fingers.
  • Required to wear a headset.
  • Endurance (e.g. continuous typing, prolonged standing/bending, walking).

Environmental Risks:

  • Confined Spaces
  • Allergens: dust, mold and/or pollen
  • Combative patients/visitors

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