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Administratively coordinates and monitors the patient throughout the patient experience including scheduling of appropriate appointments, documentation, and insurance coordination in a fast-paced, busy Virtual Call Center Environment setting.

This person will be the first-line administrative contact for patient, while providing concierge-like service and access. They are expected to provide timely services to patients wishing to schedule appointments or needing assistance with their care. Meeting departmental goals to reach company customer service goals. Works closely with clinical staff in coordinating and scheduling appointments. Provides professional customer service to patients. Responsible for making and scheduling future patient appointments and performing a variety of tasks related to the scheduling of clients to receive services ordered by medical service providers. Prepares task logs of daily activity as requested by management. Assists with logistical and/or clerical problem resolution related to the patient’s appointments. Follows protocols as outlined by management. 

Co-Reports directly to Manager of the Access Center and the Access Center Supervisor. 

Position Responsibilities:

• Assists patients by determining needs, scheduling or canceling appointments, or referring to correct staff person. 
• Provides professional customer service by obtaining and verifying necessary demographic and insurance information.  
• Maintains and update current information on physician schedules ensuring that patients are scheduled properly. 
• Obtains and enters new patient demographics; updates patient information, as necessary, in the computer system to maintain accuracy for front desk & billing. 
• Obtains insurance information and documentation. 
• Accurately documents patient accounts of all actions taken. 
• Monitors and/or performs daily administrative coordination of patient experience through scheduling of administrative appointments.  
• Enters data and documentation in patient health database, as well as practice logs. 
• Provides administrative support to clinical team as needed regarding correspondence, patient record, and documentation. 
• Interacts professionally with other employees, customers and suppliers. 
• Works effectively as a team contributor on all assignments. 
• Works independently while understanding the necessity for communicating and coordinating work efforts with other employees and management. 
• Maintains strictest confidentiality; adhering to all HIPAA guidelines/regulations. 
• Maintains regular and punctual attendance. 
• Completes additional projects and duties as assigned by manager.   
  

Position Qualifications Required / Experience Required:
EDUCATION AND WORK EXPERIENCE

• High school diploma or GED. 
• Minimum of one-year work experience in customer service. 
• Medical terminology helpful. 
• Experience working with Navinet, ECW, EPIC 
• One year experience working in a multispecialty group practice or healthcare system preferred. 
• One year experience in insurance authorizations desirable.