Summary
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.Status: Part Time no Benefits (Remote)
Scheduled:
Monday, Tuesday, Thursday, Friday: 4:30 PM-8:30 PM EST Saturday: 8:00AM-12:00 PM ESTBilingual Spanish Speaking required.
QUALIFICATIONS
EDUCATION: School diploma or equivalent required. Medical Assistant Diploma or Certification required.
EXPERIENCE: 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 required.
LICENSURE / CERTIFICATION
Representatives that are performing as Clinical Agents require at least one of the following licensures or certificates.
MA diploma or certificate.
PRIMARY FUNCTION
Answer incoming calls from our patients to provide outstanding customer service in support of our mission, goals, and values.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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 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 patients/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 solutions.
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 are not limited to, outbound calls, copying, faxing, etc.
Below are additional functions of the job for Patient Contact Center Representatives that will perform as clinical agents: (This list may not include all the duties that may be assigned.)
20) Provide medical guidance via telephone using our telephone communication access protocol, clinical triage algorithms, and clinical judgment.
21) Document all medical advice given over the phone.
22) Schedule appointments using clinical prioritizing protocols and our scheduling policies.
23) LPNs and Registered Nurses answer calls and questions from Patient Contact Center Representatives and can triage high acuity patients.
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. Share: Apply Now