Top 3 - 5 Daily responsibilities
1. Determines available appointment times; obtains and records patients identification and appointment information on automated scheduling system.
2. Cancels and verifies appointments at the request of patients.
3. Answers inquires and provides information regarding appointment services and procedures; refers other inquires to appropriate personnel.
4. Messages information or transfers calls to appropriate personnel if patient requests advice, an urgent appointment or according to protocol; schedules follow-up appointments as necessary.
5. Provides directions to patients in order to get to facilities.
JOB SUMMARY: Receives incoming phone calls from patients, records appointment information, transfers calls to appropriate personnel/departments according to protocol, and otherwise facilitates scheduling appointments for medical services. Makes members/patients and their needs a primary focus of ones actions; develops and sustains productive member/patient relationships. Uses regional guidelines and protocols to try and meet members needs the first time they contact . Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Builds rapport and cooperative relationship with members/patients. Considers how actions or plans will affect members; responds quickly to meet member/patient needs and resolves problems.
ESSENTIAL RESPONSIBILITIES: Must be familiar with and able to recall or reference regional booking guidelines (200+ pages), in order to correctly book members appointments. Ability to use guideline to identify high risk calls that need immediate medical attention. Must be able to adapt to new information on a daily basis as events arise that change booking procedures. Receives patients appointment requests; ascertains type of appointment needed, by asking pertinent questions.
Minimum number of years of experience required
- 1 year of Customer Service Experience
Top 3 - 5 Required Skills
1. High school education
2. Familiarity with personal computers and mainframe computers and their applications
3. Demonstrated customer service skills
4. Demonstrated Customer focus abilities
Desired skills
- Medical terminology, strong communication skills, great problem solving skills, working knowledge of computer and keyboards, Ability to multi-task in a fast-paced environment, Ability to adapt to frequent process flow changes.
Soft Skills
- Empathy, Confidence, Team player, reliability, stability, trustworthy
Educational Requirement:
- High School Graduate
JOB REQUIREMENTS:
High school graduation or equivalent. One year of customer service experience, including six months of telephone experience. Familiarity with personal computers and mainframe computers and their applications, including basic keyboarding skills. Successful completion of basic medical terminology course or experience using medical terminology preferred. Previous experience prioritizing and organizing multiple tasks. Demonstrated customer service skills, customer focus abilities and the ability to understand customer needs.
Country: USA, State: Colorado, City: Aurora, Company: Kforce Inc.
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