Call Center Representative is responsible for confirming and rescheduling appointments in the NextGen system for new and established PHC consumers by phone. All appointment must be schedule in accordance with appointment guidelines.
Essential Duties and Responsibilities:
Ensure that proper phone etiquette is adhered to at all time when confirming the appointment via phone by announcing: I am calling to Confirm/Remind you of your appointment @ PHC, On MO/DD/YR with DR/MS/MR _________@ location, will you be able to keep this appointment.
Ensure that the consumer address, telephone number at minimum is updated with each appointment in the NextGen system.
Educate consumer of service and program offered at PHC
Instruct all consumers to bring picture ID, current insurance card, co pay if applicable and to arrive 30 minutes prior to appointment time for new consumers and 15 minutes prior to an appointment for established consumers
Assist in consumer with rescheduling cancelled appointment due to change in the providers schedule and appropriately document method if notification in the NextGen system
Select the appropriate appointment event and location
Assist consumer with rescheduling and/or canceling appointments
Verify consumer's appointments upon request
Document when an appointment has been filled or cancelled
Telephone or write consumers to remind them of their appointment or cancellation
Document applicable information regarding patient's appointment in the comments section in NextGen system
Ensure that each incoming or return appointment is schedule per the provider's request
Contact Central Scheduling department immediately when unable to honor appointment request for further directions.
Become and remain proficient in adding exception and templates to resources/providers schedule
Become and remain knowledgeable of operation of NextGen System
Prior to ending the call after verifying an appointment in the NextGen system always instruct consumer to bring in proof of income documents required to be considered for self pay patient status.
Ensure that arrangements are cancelled for patients requiring the service of a translator for language or for the hearing impaired are addressed promptly. Form must be completed, faxed and note documented in NextGen comments
The translator form shall be filed in the Date order for future reference
Education and / or Experience: Associates Degree (A.A.) from two year college in business administration or two years recent related experience and/ or training. Health care experience a plus. Must enjoy working with the public. Ability to handle problems involving patients and maintain customer oriented attitude. Must be experienced with personal computers and have a willingness to learn new software. Must be able to type at least 35 WPM.