Mid Atlantic Retina is a fast paced surgical practice with multiple locations throughout Philadelphia, the Philadelphia suburbs, Lehigh Valley, South Jersey, and Wilmington. We offer competitive salary and benefit packages commensurate with experience.
Call Center - Inbound
Cherry Hill, NJ
TITLE: Patient Care Liaison
REPORTS TO: Call Center Manager
JOB LOCATION: Cherry Hill Call Center
JOB SUMMARY: Patient Care Liaisons work in a call center environment, handling 100-125 incoming calls daily in a pleasant and calm manner to answer patient inquiries, schedule, change and cancel appointments, answer general questions and handle patient complaints.
Handling inbound calls from internal inbound and external outbound customers.
Take patient inquires and forward to appropriate office for a call back.
Obtaining patient information and entering data into scheduling system
Using patient reactivation system to call and schedule former patients.
Evaluate patient problem to determine whether a call back or scheduling would be appropriate.
Know list of general insurances that MAR participate with, identify where to look, who to contact re: infrequently used insurances
Give out correct insurance provider numbers by state and look up referrals in Navinet system and document appointment.
Respond to patient complaints appropriately, or refer to supervisor as needed.
Other duties as assigned
Strong communication skills, even when under pressure and responding to impolite people.
Attention to details.
High School degree or GED equivalent
proficient in Microsoft Suite - Word, Excel, Outlook, etc.
Ability to multitask and keep calls moving while resolving the caller's issue during the initial call.
Interest in customer service.
Ability to speak and communicate ideas, insurance and directions clearly so that patients may understand what is being said.
Ability to hear inbound calls with the use of a headset or other hands free audio/speaker device, as needed.