PCC - FL Inbound Agent
Pediatric Associates was founded in Hollywood, FL in 1955. The same clinician-led, evidence-based, medical home passion is a unifying driver for those who join Pediatric Associates Family of Companies. The Pediatric Associates Family of Companies is a growing team of Pediatricians and Pediatric Care Teammates who are excited to be part of the first nationwide Pediatric Primary Care Medical Home. We further our uniqueness by ensuring the clinician voice is leading our medical home innovations.
PRIMARY FUNCTION: Answer incoming calls from our patients to provide outstanding customer service in support of our mission, goals and values.
ESSENTIAL FUNCTIONS OF THE JOB: (This list may not include all the duties that may be assigned.)
1. Answer incoming calls by welcoming patients with a professional, upbeat, friendly attitude.
2. Follow prepared scripts based on call type.
3. Register new patients by gathering pertinent information and entering into XPM system.
4. Verify insurance coverage and information.
5. Set patient appointments upon request and identify future visits.
6. Document accurately and efficiently within all systems (XPM, CRM, EHR).
7. Document all questions and messages for Clinicians and label them properly using our telephone communication access protocol.
8. Data entry and maintenance of customer databases.
9. Properly obtain and confirm patient/caller information abiding by HIPPA law.
10. Collect all necessary and pertinent information over the phone to facilitate timely and accurate physician follow-up.
11. Complete any necessary referrals requested by telephone contact for provider approval.
12. Provide customers with product and service information.
13. Respond to patient inquiries.
14. Research required information using available resources.
15. Communicate with offices when necessary.
16. Handle customer complaints and other customer support-related issues, and provide customers with proper solution.
17. Meet established standards within all performance criteria.
18. Attend any necessary training/meetings to be up-to-date on protocol changes and available training.
19. Other duties may include, but not limited to, outbound calls, copying, faxing, etc.
TYPICAL WORKING CONDITIONS: Working in a professional office environment. The position involves high and frequent call volumes. The environment requires the ability to multitask, communicate clearly and concisely, data entry for extended periods of time. Will require sitting for long periods of time.
PERFORMANCE REQUIREMENTS:
Adhere to all organizational information security policies and protect all sensitive information, including but not limited to ePHI and PHI in accordance with organizational policy, Federal, State, and local regulations.
Education: High School diploma or equivalent.
Experience: Prefer a minimum of one year experience in a call center environment. Knowledge of XPM and CRM system desired. Familiar with automated call distribution, IVR, and skill-based routing systems. Previous customer service experience is required.
Knowledge, Skills & Abilities: Knowledge of XPM/EHR and Contact Recorder desired. Familiar with automated call distribution, IVR, and skill-based routing systems. Must have strong verbal, written, and interpersonal communication skills. Experience with coaching and mentoring employees. Demonstrates ability to work well in a team environment. Strong multi-tasking skills. Attention to detail, accuracy and timeliness are critical. General PC knowledge including Microsoft Office, Internet and Email. Needs to be proficient in Power Point
The Pediatric Associates Family of Companies an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
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