• Builds relationships with patients, consumers and co-workers in a virtual setting, typically via the telephone or Microsoft Teams • Handles inbound and outbound calls for multiple clinics from various entities to assist and or route to the appropriate assigned practices/team breakdown • Communicates in a cordial, professional manner with patients via phone • Meets daily, weekly and monthly qualitative and quantitative performance metrics • Cross trained in Contact Center Supervisor/Manager Team area(s) • Schedules patients for medical office/testing/radiology visit appointments • Transfers callers to appropriate department / location when necessary • New patient registration (inputting demographic information, insurance information, etc.) • Complete new patient process and schedule accordingly • Works with online scheduling system and EHR • Follows federal, state laws and company guidelines to be compliant with patient records • Verifies patient data and insurance to ensure it is updated for accurate billings • Handles patient concerns or refers to administration appropriately • Fills patient cancellation slots efficiently in keeping schedules booked for the practitioners • Maintains company equipment according to company guidelines and reports equipment concerns to immediate leader • Respond timely to incoming calls and route calls or take message as appropriate • Maintain individual and departmental metrics and KPI’s • Schedule appointments for multiple clinics and physicians as directed by clinic and provider guidelines • If outside testing requires preparation, give the patient the preparation and explain process to patient/family member • Collect patient payments based on standard operating procedure • Document/update EMR with required information based on standard operating procedure • Attend meetings and training sessions and report any changes or concerns to the supervisor • Must establish and maintain effective work relationships with new and existing customers through a high degree of professionalism and excellent interpersonal/communication skills • Comply with all Federal, State laws and regulations pertaining to patient care, patients’ rights, safety, billing, human resources and collections • Adhere to all Company and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan