Responds to a high volume of appointment requests, including telephone calls, emails, work queues, and other electronic messages, for scheduling of appropriate medical exams, procedures, and tests with and without demographic collection and insurance registration, and serve as escalation point for questions from Specialists I and II and complex scheduling requests.
ESSENTIAL FUNCTIONS:
Answers and triages incoming calls and requests in a prompt, professional, and polite manner; demonstrating knowledge of FPI and its practices, including payer contracts, policies, best practices, and escalation paths.
Completes scheduling from work queues to fulfill requests from internal and external/referring providers, including but not limited to referring requests to schedule, bumped appointments, reschedules from reminder cancellations, direct/open scheduling requests, no-show reschedules, and wait list scheduling.
Serves as coach/mentor for less experienced agents and first point of contact for questions and concerns escalated from patients, employees, and leadership.
Schedules patient appointments and remind patients of necessary items to bring including their referral, medications.
demonstrating knowledge of provider scheduling protocols, and template guardrails, and communicating patient instructions as part of practice pre-visit activities, including insurance requirements and what to bring to the appointment.
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED) preferred
Minimum 3 years of medical office or call center experience
Strong computer skills (specific programs as deemed by department)
Strong customer service and phone etiquette skills
Accurate data entry skills
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