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Summary:

Serves as a point of contact for referring physicians, patients and caregivers to provide assistance with assessing physician services offered within Virtua.

Convert callers interested in Virtua Health into appointments, referrals and utilization of services. Serves as a liaison between referring physicians, patients and specialists.

Position Responsibilities:

• Increase Virtua’s business and patient satisfaction by using excellent customer service skills to navigate patients within Virtua and coordinate all appointments for consults, register for classes and Virtua programs, provide physician referrals according to the caller’s needs.

• Perform data entry and complete all data records with concise patient information and appropriate coding to ensure proper tracking of leads.

• Understanding of all databases used such as IDX, Sorian Scheduling, Sharpfocus, NEC phone system and Physician database.

• Delivers monthly reporting demonstrating outcomes and performance of service.

• Follows-up with patients via telephone and correspondences and collaborates with providers as necessary. Maintains confidential records and files/screens telephone calls and resolves routine inquiries/problems.

• Develop a thorough understanding of the tests, preps and procedures for the proper and timely scheduling of all Virtua’s clinical services. Have knowledge or understanding of insurance plans, medical terminology and financial assistance programs.

• Responsible for outreach efforts to establish and maintain positive working relationships with key customers (physicians, office staff, nurses, etc.)

• Reconcile department money reports along with refunds then send to accounting department and process credit cards for appropriate classes with monitor online credit card transactions.

Position Qualifications Required / Experience Required:

A minimum of 2-3 years of customer service or call center experience required.

Pleasant and professional phone skills with good diction, tone, and pace.

Strong written and communication skills required including grammar and spelling.

Ability to work quickly while making accurate decisions is required.

Must be able to use general office equipment including multi-line telephone system.

Required Education:

High school degree or equivalent.

Associates degree preferred.

Training/Certifications/Licensure:

Health care experience including medical terminology and managed care strongly preferred.