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Customer Care Rep - Scheduling

Apply Job ID 10819995 Date posted 02/07/2019

Essential Job functions:

  • Answers telephone, schedules and reschedules all radiology exams as requested and in accordance to department protocol, advising patients of pre-exam prep, if needed.
  • Obtains, verifies and updates patient information; maintains confidentiality according to policies:
  • patient demographics
  • pre-registration of patients
  • insurance contracts and coverage
  • other data fields as needed
  • Ensures accuracy in placing orders in the electronic health record.
  • Demonstrates working knowledge of the insurance grid for all services performed
  • Adheres to workforce maximization schedule.
  • Answers phones immediately and demonstrates ability to transfer calls with the highest customer service possible. Consistently provides the highest level of customer service when interfacing with patients, co-workers and other SMG departments.
  • Achieves a minimum of 11 calls per hour average. Maintain 90% or higher call quality threshold
  • Works as a team member demonstrating respect of the individuals, supportive and helpful towards co-workers and physicians.
  • Maintains a clean and professional work environment.
  • Establish and maintains a positive working environment at all times -- acts as a brand ambassador for all SMG providers and services.

General Job functions:

  • Responsible for scheduling patient appointments in multi-modality, multi-location environment.
  • Accurately recommends earliest availability to patients, amongst five main imaging hubs, following scheduling criteria for each modality
  • Responsible to identify and coordinate the required medical test prior to seeing a physician for a physical examination or to bring a patient in fasting.
  • Creates patient orders in the electronic health record with correct diagnostic codes for physician's review for imaging testing.
  • Adheres to all Summit Medical Group policies and procedures, including, but not limited to Attendance & Tardiness (HR-102), Meal and Other Breaks Policy (HR-108), Standards of Conduct (HR-116), Working Hours and Overtime (HR-109)
  • Must be able to identify WC/MVA insurance cases for referral to a case coordinator.
  • Perform patient account upgrades including demographics, health insurance, referring provider and PCP.
  • Must be knowledgeable and conversational in all health insurances that are par or non-par with SMG.
  • Adheres to the call center schedule while being accountable to follow specific call quality guidelines and measurements.
  • Reviews any outstanding monies due to SMG when scheduling appointments.
  • Must be comfortable with daily extensive computer use navigating multiple applications while engaging in conversations with patients or clinical office staff.

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