Responsibilities
- Welcomes patients and visitors by greeting patients and visitors, in person or on the telephone, answering or referring inquiries.
- Optimizes patients’ satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone.
- Keeps patient appointments on schedule by notifying provider of patient’s arrival; reviewing service delivery compared to schedule; reminding provider of service delays.
- Comforts patients by anticipating patients’ anxieties; answering patients’ questions; maintaining the reception/call center area.
- Ensures availability of treatment information by filing and retrieving patient records.
- Maintains patient accounts by obtaining, recording, and updating personal and financial information.
- Obtains revenue by recording and updating financial information; recording and collecting patient charges; controlling credit extended to patients; filing, collecting, and expediting third-party claims.
- Protects patients’ rights by maintaining confidentiality of personal and financial information, HIPPA compliancy.
- Maintains operations by following policies and procedures; reporting needed changes.
- Other Duties include:
- E-Fax Management and delivery to appropriate employees.
- Received Outside Post ops- filed A-Z in appropriate binder.
- Received Outside H&P, EKG, etc- filed A-Z in appropriate binder.
- Received Non-Urgent Review- Letters from MDS -filed A-Z in appropriate binder
- Manage pre-appointment chart notes.
- Collect chart notes from referring doctors prior to patient appointment.
- Manage outbound referrals.
- In Management Plus (DLV referred to)- document appropriately
- Outbound referral binder
- Follow up with referring OD’s and MD’s on status of the referral
- Log all outbound referrals.
- Follow up to ensure letters are received and reviewed by the Dougherty Laser Vision Clinical Director
- Follow up to ensure patients return to see Dougherty Laser Vision post-outbound referral
- Update Shared Drive continuously with new outbound referral log
- Manage dictation letters for Clinical Director
- Send letters to referring doctors from referred patients within 24 hours
- Work directly with Clinical Director to ensure letters are completed and sent for all referred patients
- Medical Records
- Manage Medical Records
- Purge and Store Files within 2 Years
- Keep Records Tidy & Alphabetized
- Manage Records Release Forms & handle within 24 hours.
- Obtain doctor’s signature on all medical release forms.
- Mail patient medical records as needed.
- Create, manage, and maintain medical records release log.
- Taking and posting phone payments to patients accounts.
Qualifications
- Proven track record in sales with expertise in cold calling and outbound calling techniques.
- Demonstrated proficiency in written and verbal communication, adept at engaging with individuals across all organizational tiers, including executive leadership.
- Good customer service aptitude, ensuring client satisfaction and retention.
- Clear and coherent in both written and verbal communication skills.
- Proficiency in Microsoft Office suite, facilitating efficient task execution and documentation.
- Competent in basic computer operations, ensuring smooth navigation and utilization of essential software applications.
Screening Criteria
- Must have a medical background or medical appointment setting experience
- Bachelor’s degree in a related field or equivalent combination of education and related work experience.
- Minimum of two (2) years of experience in Customer Service handling inbound/outbound calls
- At least one (1) to two (2) years of sales experience.
- Must have a stable employment history.
