Customer Care Agent

Client of Ethics HR

In charge of numerous tasks ranging from patient communications to relaying information to providers.

• Handles incoming or outgoing customer/patient calls, social media, and other communication channels.
• Handling booking, scheduling, inquiries, transfer to physicians, tele services, customer complaints, billing inquiries, customer survey, or support issues.
• Ensure that each appointment is scheduled correctly and in harmony with provider's preference.
• Perform new patient pre-registration.
• Positively verifies/updates patient identity, demographics, insurance and all other data as required.
• Verifies insurance eligibility.
• Obtain complete and accurate clinical and financial information during the scheduling process. Obtain copy of insurance card, photo ID... etc. to be stored in Electronic Medical Record.
• Complete all documentation in accordance with department policy and procedure.
• Utilize and document all conversations, demographics to Electronic Medical Record timely, accurately and efficiently.
• Reschedule appointment for patients who did not show or cancel.
• Transfer or schedule a teleconsultation call for our patient to meet our experienced doctors remotely for a medical consultation.
• Triage calls according to priority and urgency, transferring calls as necessary.
• Explain and enroll patients in the patient portal.
• Follow guidelines and coordinate communications with clinical areas to accommodate the customers requests.
• Attend and actively participate in all department, team and, or committee meetings.
• Maintain knowledge of multiple insurance companies requirements.
• Respond to patient requests in a timely manner, accurately and efficiently documenting and tasking messages.
• Maintain a professional and courteous manner while protecting confidential patient information.