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Role Description

The Care Center Agent acts as the first point of contact for patients to meet their needs for information, support, and assistance by phone. The Care Center Agent is responsible for scheduling office appointments utilizing exceptional customer service skills to gain an understanding of the patient’s needs. Responsibilities include:

• Obtaining accurate demographic information and verifying proper insurance information.
• Data reporting and obtaining referrals and authorizations.

Qualifications

• Minimum: High School Diploma or equivalent
• Preferred: Medical Terminology

Requirements

• Minimum: Proven basic computer skills and ability to type 35 words per minute.
• Preferred: One year experience in a switchboard, medical practice, or call center.

Physical Requirements

The following frequency definitions apply to all Physical Requirements unless otherwise noted:

• Occasional: (0-1/3 of day, 0 - 2.5 hrs/day, 1 - 4 reps/hr)
• Frequent: (1/3 - 2/3 of day, 2.5 - 5.5 hrs/day, 5 - 24 reps/hr)
• Constant: (> 2/3rd of day, > 5.5 hrs/day, > 24 reps/hr)

Physical activities include:

• Sitting: Body remains in a seated position - CONSTANT
• Twisting: To rotate the upper body forward - OCCASIONAL
• Reaching Horizontal: To extend the arms and hands outward, remaining under shoulder height - CONSTANT
• Grasping: Using functional gripping of the hand to handle an object - CONSTANT
• Finger Manipulation: To manipulate objects with the use of fingers - CONSTANT
• Seeing: Using visual feedback to accomplish a task or activity - CONSTANT
• Hearing: Using sound feedback to accomplish a task or activity - CONSTANT
• Repetitive Upper Extremity Use: Using the arms and/or hands continuously or more than 2/3 of the total time - CONSTANT

Specific Job Responsibilities (Essential Functions)

• Schedules appointments for patients by phone when they call in following medical practice scheduling protocols.
• Maintains scheduling system to ensure records are accurate and complete.
• Obtains referrals, authorizations, and demographic information for patients.
• Communicates as needed with supervisor about any patient concerns/issues related to scheduling and/or system problems.
• Analyzes situation and responds appropriately including when to elevate call to a clinical agent and/or supervisor.
• Performs other duties as assigned.

Organizational Responsibilities

• Completed mandatory education, annual competencies and department specific education within established timeframes.
• Completed annual employee health requirements within established timeframes.
• Maintained license/certification, registration in good standing throughout fiscal year.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques.
• Adheres to regulatory agency requirements, survey process and compliance.