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About the Role
As a Call Center Representative at Madison Health, you will be the first point of contact for customers and patients, providing high quality service by answering inbound calls, addressing inquiries, scheduling appointments and testing from referrals, resolving issues and documenting interactions accurately. Ensure that patient information is collected and patients are aware of hospital policies and procedures. Participates in performance improvement activities of the department and daily management of infection prevention and control activities.
Responsibilities
- Answer inbound calls in a professional, courteous and timely manner.
- Assist callers with questions, requests, concerns or scheduling needs.
- Pre-register patients for scheduled admissions and outpatient procedures, verifying insurance information and ensuring a complete order is secured.
- Consult other departments as appropriate to provide information needed for patient safety and care.
- Answer incoming calls from departments to make necessary patient status changes in system.
- Distribute appropriate information to departments as warranted.
- Maintain knowledge of hospital services, systems and updates.
- Provide accurate information regarding services, policies or procedures.
- Document all customer interactions clearly and accurately in electronic system.
- Resolve customer issues efficiently or escalate to appropriate personnel when needed.
- Meet or exceed performance metrics including call quality, productivity and attendance.
- Collect or make arrangements to collect co-payments and/or co-insurance due at time of service.
- Record payments in computer database.
- Provide a receipt for payment to the patient and Finance Department.
- Refer patients to Customer Service when financial arrangements need to be made.
- Treat patients and families with dignity and respect.
- Ensure confidentiality of patient records.
- Interact professionally with patients and families and provide explanations and verbal reassurance as necessary.
- Follow HIPAA, confidentiality and data security guidelines.
Requirements
- Previous experience working in a hospital or healthcare facility preferred.
Work Type
- Full-time
Education Level
- High school diploma or equivalent
Salary/Compensations
- $17.00 an hour
Benefits
- Medical
- Dental
- Vision
- Retirement
- Paid time off and holidays
About the Company
- Madison Health is a community-focused healthcare organization dedicated to providing compassionate, high-quality care close to home.
- We believe our employees are the heart of our mission and are committed to fostering a supportive, collaborative workplace where every team member can thrive.