Healthcare Customer Service Representative
Perlmutter Eye Center & Perlmutter Dermatology · Albany, NY, US
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About the Role
The Patient Access Specialist is the primary point of contact for patients via telephone, responsible for managing high call volumes, scheduling appointments, and addressing inquiries professionally. This role is crucial for creating a positive first impression and ensuring efficient patient flow, with cross-training in all front desk functions.
Responsibilities
- Answer incoming calls in a timely, courteous, and professional manner.
- Identify and prioritize emergencies.
- Return voicemails in a timely manner.
- Respond to patient inquiries regarding appointments, billing, and procedures with a high level of customer service.
- Provide general information regarding services, providers, office policies, and appointment preparation.
- Triage calls appropriately and route tasks to clinical or administrative staff.
- Maintain a high call-answering rate and reach out to waitlisted patients to fill open appointment slots.
- Schedule, reschedule, and cancel patient appointments accurately.
- Schedule appointments for referred patients and coordinate details with the referring office.
- Accurately enter patient information into the EHR and scheduling systems.
- Review and update patient charts.
- Complete appointment confirmation calls and follow-up communications.
- Handle patient concerns with empathy and escalate when appropriate.
- Greet and check in patients in a professional and welcoming manner.
- Ensure patient tracking in waiting areas.
- Collect complete patient demographics at time of booking and verify information during check-in.
- Verify insurance coverage and obtain prior authorizations or referrals as needed.
- Coordinate with clinical staff to ensure smooth patient flow and minimize wait times.
- Prepare, scan, and upload medical documents.
- Manage documentation and scanning tasks.
- Maintain a clean, organized, and sanitized front desk and waiting area.
- Perform end-of-day cleaning duties.
- Follow HIPAA guidelines and uphold patient confidentiality at all times.
Requirements
- High school diploma or equivalent.
- Excellent interpersonal, verbal, and written communication skills.
- Ability to manage multiple tasks efficiently and accurately.
- Experience in customer service, over the phone or in-person.
- Flexibility in work location with the ability to travel to each of our office locations (Albany, Clifton Park & Troy) during the work day is a must.
Skills
- Customer service
- Communication skills
- Multitasking
- Medical terminology
- HIPAA compliance
- EHR systems proficiency
- Bilingual skills (Spanish or other languages) is a plus
- Ophthalmology experience is a plus
- ModMed experience is a plus
Location
- Albany
- Clifton Park
- Troy
Work Type
- Full-time
Experience Level
- Previous experience in a medical setting preferred
Education Level
- High school diploma or equivalent
Salary/Compensations
- $19.00 - $21.00 per hour