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Patient Call Coordinator

2021-08-25T14:51:07-06:00August 25th, 2021|

CCRM Colorado

The Patient Call Coordinator plays a very important role in the patient experience by providing an efficient, knowledgeable, and personable conversation with existing patients, thereby enhancing patient confidence and satisfaction. The Patient Call Coordinator assists existing patients by answering questions, directing calls to the appropriate person/department, and taking/sending messages as needed. The Patient Call Coordinator will assist the majority of CCRM’s Network clinics and will play an important supportive role to the Front Desk Staff at each location.

CCRM is an industry leading pioneer in fertility science, research and advancement, offering access to national network of award-winning physicians, a full suite of fertility services, innovation technology and cutting edge labs. CCRM is currently comprised of eleven locations spanning the U.S. and Canada with growth planned for continued network development on a domestic and international basis.

ESSENTIAL FUNCTIONS:

  • Strictly adhere to HIPAA regulations and maintain patient confidentiality at all times.
  • Answer incoming existing patient phone calls in a warm, inviting, and informative manner.
  • Provide answers to a wide range of questions related to CCRM infertility treatments in order to assist existing patients during their journey at CCRM.
  • Obtain necessary information from the patient including date of birth, name, phone number, name of physician/nurse, reason for call, and time frame needed.
  • Triage incoming phone calls in order to determine urgent verses non-urgent and determine how best to assist each patient.
  • Communicate clearly to the patient in order to set clear expectations as to when calls will be returned by the healthcare provider, billing office, or other applicable person/department.
  • Create and send phone notes and flags through the EMR system to appropriate healthcare provider.
  • Transfer and recall calls efficiently and correctly with a consistent goal of patient and co-worker satisfaction, including but not limited to, transferring calls to the correct departments, keeping hold times to a minimum, and warm call transfers.
  • Facilitate patient and billing office communication for complicated fee and billing questions.
  • Listen to and answer all existing patient voicemails in a timely manner, in accordance with established policies.
  • Attend all staff meetings and in-service meetings.
  • Answer patient emails in a timely manner, in accordance with established policies.
  • Communicate with physicians, nurses, front desk staff, billing office, and others as needed regarding patient questions, unusual issues, , insurance pre-authorization matters, and other circumstances of which other staff may need to be informed,.
  • Other duties as assigned.

REQUIRED QUALIFICATIONS:

  • High school diploma required; Associates Degree in related field preferred, or equivalent work experience in related field.
  • 1+ years of prior experience in related field.
  • Superior ability to handle high volume of calls and the patience to remain engaged with and attentive to each caller.
  • Superior customer service skills, consistently exhibiting courteous, compassionate, and respectful communication with everyone at all times, including the consistent ability to listen attentively to each caller in order to provide the best service.
  • Logic, common sense, and the ability to guide the call in order to answer all questions, and provide an exceptional experience for each customer caller while keeping time management in mind.
  • Ability to follow procedures with a strong attention to detail in order to obtain information completely and correctly.
  • Strong computer skills and ability to use basic office equipment with a high degree of accuracy in typing and data entry. Previous EMR experience, preferred.
  • Must be organized, with a strong ability to multi-task, prioritize, and have a strong attention to detail and strong ability to utilize time efficiently.
  • Must consistently display a positive attitude and flexibility in changing situations.
  • Quick learner and willingness to take initiative with a self-starter attitude
  • Demonstrate the ability to be a team player and possess a willingness to perform duties that are assigned or delegated within a timely manner.
  • Participate in identifying problems and suggesting solutions.
  • Maintain strict confidentiality for all patient and clinic information, consistent with established security and confidentiality policies and HIPAA regulations, at all times.

WORK ENVIRONMENT

This job operated in a professional office setting performing predominantly sedentary work.  This role routinely uses standard office equipment such as computers, including computer keyboards and mice; telephones; photocopiers; scanners; filing cabinets.

While performing the duties of this job, the employee is regularly required to talk, see and hear.  The employee is frequently required to sit; will occasionally stand and/or walk; use hands and fingers to grasp, pick, pinch, type; and reach with hands and arms. Employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; operation of standard office machines and equipment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

EQUAL EMPLOYMENT/ANTI-DISCRIMINATION

CCRM is an equal opportunity employer and does not discriminate on the basis of Race, Color, Religion, Creed, National Origin, Ancestry, Sex, Pregnancy, Age, Sexual Orientation (including transgender status), Physical or Mental Disability, Marriage to a Co-Worker, or for anyone engaging in Protected Activity (opposing a discriminatory practice or participating in an employment discrimination proceeding).  Additionally, this employer does not tolerate any employees engaging in discriminatory behavior based on any of the aforementioned protected classes.

PRE-EMPLOYMENT REQUIREMENTS

All offers of employment by this employer are conditional upon the incumbent’s successful completion of pre-employment screenings, including a criminal background check, drug screen, educational and prior employment verification, professional reference checks, and verification of the incumbent’s eligibility and authorization to work in the United States.

This employer participates in the E-Verify Program in order to verify the identity and work authorization of all newly hired employees.

Compensation: $17.00-$19.00/hour

To apply for this job email your details to swesley@colocrm.com