Outbound Patient Services Representative

JOB SUMMARY:  

The Outbound Appointment Setting Navigator (Base and Bonus) is responsible for driving best in class experience with callers through our different modes of communication that represents the Aylo brand. The PCN will also be responsible for performing other essential functions.

ESSENTIAL FUNCTIONS:

• Makes outbound patient calls in an effort to set a variety of medical appointments per day while providing a high level of quality patient care and customer service at all times
• Interacts with callers in a prompt, pleasant, and helpful manner
• Determines needs of callers and provides instructions/directions as needed
• Schedules and/or reschedules appointments for patient office visits and procedures
• Collaborate with different offices to drive resolution for patient/caller
• Supplies callers with adequate and accurate information such as addresses and provider information
• Coordinates urgent patient requests, reports problems or irregularities to Contact Center Leader
• Collects and records accurate patient information in CRM
• Assist callers with questions regarding patient appointments or cancellation requests
• Meets or exceeds quality and productivity standards as set by the Contact Center Leader
• Answers emails and voicemails in a timely and efficient manner
• Participates in staff meetings as directed by the Call Center Leader
• Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information
• Display a professional, outgoing, warm and helpful attitude when communicating with patients, co-workers, and physicians
• Communicate clearly with patients and coworkers through the telephone, email, and in-person
• Interpret and apply clinical and non-clinical policies and procedures
• Any other duties and/or special projects as assigned

QUALIFICATIONS REQUIRED:

• High School graduate or equivalent required
• 3+ years of Contact Center or Customer Service experience required
• Entry level working knowledge of Microsoft Office Suite required (Outlook and MS Word)
• Contact Center experience in a healthcare setting preferred
• Remote experience preferred
• Previous experience with eClinical Works electronic medical records software a plus
• Ability to sit and talk for extended periods of time (up to 8 hours at time)
• Ability to continually use of fingers for operating telephone, writing and computer entry and hear normal conversation by phone

BENEFITS:

• Medical insurance with prescription drug coverage
• Dental insurance
• Vision insurance
• Company-paid child care
• Company-paid basic life insurance
• 401(k) with company match
• Dependent Care Flexible Spending Account
• Healthcare Flexible Spending Account