Call Center Agent (Part-Time w/Benefits; Evenings) at Nicklaus Children's Health System in Miami, Florida

Job Description:

Job Summary
Receives incoming calls from families, patients, physician's offices and NCHS departments to schedule their outpatient and specialty service visits as needed.



Minimum Job Requirements

• One year of customer service experience, preferably in a hospital or medical office environment.

Essential Duties and Responsibilities

• Receives incoming calls from families, patients, physician's offices and NCHS departments to schedule their outpatient and specialty service visits as needed.


• Greets patient on the telephone, treats them in a courteous, respectful and empathetic manner, responds to questions and/or problems, and keeps open lines of communication with patient/families.


• Interviews patients/families to obtain demographic, third party payer, and other financial/medical information, and identification to schedule or pre-register them for an appointment.


• Determines if a patient needs a STAT appointment, based on guidelines & training, and works with departments to prioritize their appointments.


• Provides family/patient with specific preparation instructions for the day of their appointment such as what to bring, dietary restrictions, proper dress/attire, and hygiene instructions.


• Offers family/patients the Televox automated appointment reminder options so they can receive via email, text or phone call a reminder 2 business days prior to the appointment.


• Handles incoming family/patient complaint calls regarding their appointments such as wrong date/time, wrong location, etc. Collaborates with offices as needed to provide service recovery.


• When requested by office, contacts patients to notify them of cancelled appointments and re-schedules them as needed.


• Handles incoming family/patient calls for appointment cancellations. Documents in cancellation log of any cancellations due to authorization not obtained or other reasons.


• Transfers incoming family/parent calls to offices when they ask medical questions to ensure accuracy and safety.


• Verifies third party payer information via the web or telephone, checking if benefits are active or inactive.


• Documents all activities in the PEDS Scheduling System as appropriate. Scans all documents in the appropriate folder in the computer system.


• Complies with applicable governmental regulations such as HIPPA (Health Information Portability and Accountability Act of 1996).


• Directs families/patients to appropriate location for their upcoming appointment by phone, text, email.


• Calculates patients’ financial responsibility estimates based on their insurance benefits and contracts, and provides information to patient/family.


• Communicates with departments if any issues/questions arise, or to accommodate any special needs for patients.


• Notifies management of any insurance/financial discrepancies for approval.


• Obtains and validates prescription when appropriate and communicates with physician practice, if necessary.


• Corrects any registration errors made utilizing the QA system.


• Insures approval has been received for patients over 21 years of age or up to 18 years of age for some offices based on their office policy.


• Identifies duplicate financial and medical record numbers and handles as appropriate.

• One year of experience working with medical terminology, procedures, diagnosis codes, and insurance strongly preferred.


• Fluent in Spanish strongly preferred.


• Basic proficiency in Word, Excel, and Outlook.


• Able to communicate effectively in English both verbally and in writing in a clear and concise manner.


• Able to accurately enter and interpret data.


• Able to adapt and react calmly under stressful conditions.


• Able to relate cooperatively and constructively with customers and co-workers.


• Knowledge of medical scheduling software a plus.


• Able to maintain confidentiality of sensitive information.


• Able to follow complex written and/or verbal instructions to solve problems.


• Able to establish necessary professional relationships, and interact effectively with internal and external customers.