Live Answer Representative

(This is a full time position that will be located at our Live Answer office in SouthPark, Monday - Friday 8 am to 5 pm)

Responsibilities

• Receives and provides information to patients, significant others, healthcare team members and guests in a courteous and professional manner.
• Provides an accurate and timely registration process to the patients.
• Performs duties of Live Answer.
• Primary Job Responsibilities/Tasks may include, but not limited to: Live Answer Representative responsibilities include: Serves as the first point of response to delivery system access and billing related telephone calls and messages.
• Ensures resolution of each patient’s concerns by directly addressing the issues or, if needed, escalating the issue to a point of resolution.
• Ensures all calls are handled efficiently and in a timely manner.
• Takes requests for refills, labs and test results.
• Sends them to the appropriate team.
• Schedules patients appropriately, with the correct physician and with the correct visit type.
• Ability to assess a phone call to determine if triage needs to handle call.
• Answers inbound and/or makes outbound telephone calls as assigned and appropriately directs callers.
• Greets and assists patients, visitors and guests over the phone.
• Acts with a sense of urgency when dealing with patients and workflow.
• Verifies all patient’s demographic information ensuring that all personal information is correct.
• Verifies and enters patient’s insurance information into our system accurately and verifies that we are in network with carrier.
• Collects patient copays, deductible and/or balances in a professional manner.
• Answer basic patient billing questions and/or directs to billing office.
• Monitors and resolves registration errors.
• Acts and communicates in a professional manner, appropriate for the healthcare setting.
• Verifies patient’s information.
• Complete full registration process.
• Send messages to the appropriate staff to ensure the patient’s needs get handled in a timely manner.
• Other duties as assigned.

Requirements

• High school diploma; some college preferred Experience: Minimum of one-year medical office or healthcare facility experience preferred.
• Experience serving customers in person and on the phone.
• Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.
• Must be able to lift and support weight of 35 pounds.
• Ability to concentrate on details.
• Use of computer for long periods of time.
• Must be able to speak and articulate clearly.

Preferred

• E.H.R. and Scheduling experience preferred.