Call Center Representative

Job Description - Call Center Representative )

Job Description

Call Center Representative - (  )

Description

Location: Silver Spring, MD

Remote: No

Schedule: Variable shifts from 8:00 AM to 5:30 PM, Monday to Friday. One late shift per week from 11:30 AM to 8:00 PM. Saturday shifts from 8:00 AM to 4:30 PM.

Register and schedule patients' appointments by telephone utilizing the physician scheduler and individual departmental guidelines. Communicate with parents, patients, physicians, community doctors/staff and other staff in a courteous manner. Responsible for obtaining and validating patient information from various sources and to ensure information entered into the computer management system is accurate. Promote customer service environment.

Minimum Education: High School Diploma or GED (Required)

Minimum

Work Experience:

1 year experience performing patient registration and scheduling, medical insurance screening and verification (Required)

Equivalent customer service or call center experience and education can be considered in lieu of patient registration, scheduling, insurance verification experience.

Provide client support to parent/guardian via phone for any or all of the following: on-line registration help; scheduling, rescheduling and/or canceling of appointments whether by parent/guardian or department; inform patient/parent of any departmental scheduling guidelines associated with appointment; reschedule all appointments related to clinic maintenance cancellation.

• Notify parent of the need for completed insurance referral form or any pre-authorization of treatment prior to scheduled appointment; discuss co-payment or payment in full requirements; counsel or refer parent to central business operation's financial counseling or establish a payment plan.
• Complete calls in an accurate and timely manner; transfer calls to appropriate areas as needed; notify manager/supervisor of difficult calls (clarification re insurance, problem callers, etc.); seek appropriate resources to solve problems effectively.
• Enter appropriate notes in the system; obtain necessary information for accurate and complete documentation of all registration printouts, consent documents and other forms.

• Work with insurance companies to verify insurance eligibility and coverage for anticipated services using EVS, ENVOY, Mamsi-online, UHC and calling insurance; obtain authorization and benefit information from insurance companies as appropriate; document authorization and information in Account Notes and fields.
• Collect and verify demographic, PCP/referring physician and insurance information.
• Make recommendations for internal process improvements.

• Speak up when team members appear to exhibit unsafe behavior or performance
• Continuously validate and verify information needed for decision making or documentation
• Stop in the face of uncertainty and takes time to resolve the situation
• Demonstrate accurate, clear and timely verbal and written communication
• Actively promote safety for patients, families, visitors and co-workers
• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Maryland-Silver Spring

Tech Hill 12211 Plum Orchard Drive Silver Spring 20904

Administrative Support / Customer Service

Ambulatory

Position Status : R (Regular) - FT - Full-Time

Shift :
Variable

Work Schedule : 8:30-5:00pm

37336 - 54204.8

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law. The “Know Your Rights” poster is available here: and the pay transparency policy is available here:
Know Your Rights Pay Transparency Nondiscrimination Poster.

Please note that it is the policy of Children's National Hospital to ensure a “drug-free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana.