This position is responsible for greeting, registering, and scheduling patients while providing exceptional customer service. The role interacts closely with providers and staff to ensure a smooth and positive experience for patients. The position requires managing a high volume of calls, maintaining accurate records, and handling patient inquiries with professionalism and empathy.
Serve patients by greeting them over the phone, scheduling appointments, and maintaining records and accounts.
Act as the first point of contact, welcoming patients and visitors via telephone.
Complete registration for new patients or verify mobile registration and update information for existing patients.
Handle patient concerns effectively, including dissatisfied callers, and collaborate with internal teams to resolve issues.
Optimize patient satisfaction and provider scheduling by adhering to established appointment guidelines.
Address patient anxieties by answering questions and providing reassuring communication.
Manage high-volume inbound and outbound calls in a timely and efficient manner.
Identify patient needs, clarify information, research issues, and offer appropriate solutions or alternatives.
Document patient requests and route messages to the appropriate departments or staff.
Review and respond to patient portal messages through the EMR system.
Handle incoming referrals for potential new patients and conduct outreach to schedule appointments.
Build strong relationships and engage patients by going the extra mile to provide excellent service.
High school diploma or GED required; Associate degree preferred.
Minimum of two years of customer support experience in a medical or clinical setting.
Experience with EMR and scheduling systems such as Athena, Greenway, or Phreesia.
Strong phone and verbal communication skills, including active listening.
Customer-focused approach with adaptability to various personality types.
Ability to multitask, prioritize responsibilities, and manage time effectively.
Ability to travel occasionally during the workweek.
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