Outbound Patient Experience Representative

Job Description

Dent Neurologic Institute is committed to excellence in all we do. Our culture is built on 4 key pillars: respect, quality, productivity, and well-being. By remaining dedicated to these values and the overall mission, we are dedicated to making a difference for both patients and colleagues. When you join the Dent team, you can take advantage of a variety of benefits:

Work-Life Balance(no overnight shifts)

Medical, Dental & Vision Plans

Life Insurance

401(k) Retirement Plan

Critical Illness, Accident, & Legal Plans

Wellness Program

Learning &Development Opportunities

Paid Time Off

Paid Holidays

Free Onsite Parking at All Locations

Schedule: Monday - Friday 8:30 am - 5:00 pm

Location: Amherst, NY

Position Summary: Under manager and lead support is responsible for providing excellent customer service while making outbound calls to appropriate personnel (i.e. offices or patient directly), creating new patient accounts, scheduling neurology appointments, and maintaining strict confidentiality of patient information. The goal of this position is to schedule incoming referrals in a timely manner to make sure schedules are maximized.

Responsibilities of Position:

Provide excellent customer service in all interactions with patients, clinical support staff, management, and providers

Demonstrate the ability to remain calm and respectful when dealing with all callers

Demonstrate the ability to work well with high call volumes

Demonstrate the ability to accept responsibility for appropriate conduct within the office setting and with other department associates by professional interactions with other representatives of services at the Dent

Ability to collaborate with coworkers and be a team player

Demonstrates a thorough understanding of Call Center policies and procedures as outlined in the training manual

Transfer telephone calls to appropriate locations, departments and personnel within the organization as needed when speaking to patients.

Transfer patients to proper clinical resources for health care questions and to proper clerical resources for non-clinical support

Work with referring provider offices to schedule patients in a timely and accurate manner, to meet both patient and provider needs

Create and update patient accounts with demographic and insurance information

Confirm and cancel patient appointments for all specialties and multiple ancillary services

Schedule neurology appointments and behavioral health appointments through any manner they come in (i.e. voicemail, portal, referrals, p2p, telephone encounters, etc.)

Possess an understanding and knowledge of subspecialty and individual provider scheduling protocols and guidelines

Possess an understanding of injection scheduling protocols and guidelines including when prior authorization is needed

Possess an understanding of insurance participation, co-pays, and deductibles

Maintain strict confidentiality of all patient information

Work with support staff to provide external providers with immediate access to Dent providers for emergent requests

Completes clerical duties in a time efficient manner as set forth by the Manager

Functions as a member of the health care team related to patient care by interactions and cooperation with physicians and other health care professionals

Work with medical secretaries, checkout staff, triage nurses, and medical assistants to ensure appropriate scheduling and handling of patient needs

Meet or exceed key performance indicators

Meet or exceed expectations for tone, accuracy, outbound call volumes, response times, and average durations

Meet or exceed expectations on monthly call grading

Actively participate in ongoing training and development in a professional manner.

Participate in weekly team huddle and monthly team meeting

Demonstrate the ability to review and discuss performance with the Manager

Reports errors or problems in a timely and professional manner so that appropriate action may be taken for patient care

Performs other duties as assigned or requested

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Skills & Experience Necessary:

Ability to maintain strict confidentiality

Good verbal communication, interpersonal and telephone skills

Good working knowledge of medical terminology

Good planning, organizational, and problem solving skills

Ability to work independently or within a team environment

Willing and able to work overtime as required to meet operational needs and perform all duties

Availability for departmental meetings, which may require reporting early and staying late

Working knowledge of general office equipment including multi-line phone, computer, copier, calculator and fax machines

Required Education

High School Diploma or GED

Preferred Education and Experience

1-year experience in a call center or customer service environment preferred

Compensation:

Most candidates will start within the first quartile of the pay range

Rates are commensurate with experience

EEO Statement

Dent Neurologic Institute offers an inclusive work environment built on kindness and respect for all. Dent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws as the basis for an employment decision. All qualified individuals are encouraged to apply and will receive consideration.

Monday - Friday 8:30 am - 5:00 pm

40 hours/week