Customer Service Representative at MEDICAL ASSOCIATES PLUS

Description

JOB SUMMARY:

This position is responsible for ensuring the timely and efficient patient flow within the clinic in a pleasant and professional manner. The individual in this role will handle patient sign-in, accurate registration, and manage appropriate wait times before services are rendered. It requires awareness of customer service expectations, a desire to work with the public, and strong communication skills. The receptionist position reflects the organization and should uphold the highest standards.

ESSENTIAL RESPONSIBILITIES:

• No eating in the receptionist area. All food must be consumed in the break area.
• Dress professionally to represent the organization.
• Greet patients with enthusiasm and a focus on excellent customer service.
• Gather patient registration data, obtain consent for treatment, copy insurance and identification cards, and enter information into ECW with minimal errors.
• Verify coverage and eligibility for new patients using internet portals or by contacting insurance companies.
• Communicate courteously with patients regarding expected co-pays and deductibles, emphasizing payment at the time of service.
• Verify enrollment eligibility and obtain PCP authorization for Georgia Better Health Care members.
• Update sliding fee scale applications and assist patients in completing new applications.
• Calculate SFS using financial information in EClinicalWorks (ECW).
• Process cancellations and no-show charts per protocol.
• Answer incoming calls to add or cancel appointments; verify phone numbers, dates of birth, and insurance information.
• Prepare and mail recalls and notify patients of schedule changes per protocol.
• Assist patients with medical record requests following release of information policies and procedures.
• Schedule appointments by collecting thorough patient information, including demographics and reason for visit (chief complaint, physical, women's health, etc.).
• Schedule appointments in appropriate time slots to ensure prompt service and smooth patient flow.
• Call patients for appointment reminders per office policy.
• Manage returned mail by researching correct addresses and updating ECW records.
• Coordinate with nursing staff to add overbooked patients to the schedule.
• Cross-check ECW schedules with provider schedules to identify and correct errors.
• Answer phones, take accurate and thorough messages, and transfer calls as appropriate. Messages must be legible and cohesive.
• Obtain Releases of Information and process them according to regulatory requirements.
• Accept patient payments, provide receipts, balance the cash drawer, and perform end-of-day closeout activities as directed by policy.
• Collect patient fees and outstanding balances upon check-in.
• Scan documents (e.g., Release of Information, SFS applications, Living Wills) accurately into ECW.
• Maintain daily logs, including required reports on no-shows, cancellations, and new patients.
• Perform other duties as assigned.

Qualifications

EDUCATION:

• High school diploma or GED required.

QUALIFICATIONS:

Experience:

• One year of work experience, preferably in a medical office setting.
• Preferred experience with EMR/EHR systems.
• Training in medical terminology, insurance requirements, and customer service is highly desirable.

KNOWLEDGE, SKILLS, & ABILITIES:

• Knowledge of medical office procedures.
• Skill in operating computers and office equipment (copier, printer, fax machine).
• Pleasant and helpful telephone etiquette.
• Ability to work under pressure while maintaining accuracy.
• Ability to establish and maintain effective working relationships with patients, staff, and the public.
• Knowledge of commercial, Medicare, and Medicaid insurance requirements.

TYPICAL PHYSICAL DEMANDS:

• Work requires prolonged sitting, occasional stooping, bending, and stretching.
• Lifting files or supplies up to 30 pounds.
• Manual dexterity to operate a keyboard.
• Normal hearing for telephone communication.
• Prolonged use of computer screens.
• Ability to work in a high-stress environment

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TYPICAL WORKING CONDITIONS:

• High-functioning office environment.
• Constant interaction with staff and patients, including those who are ill.
• Occasional evening or weekend shifts.

Medical Associates Plus reserves the right to direct its workforce, including but not limited to work location, hours, and job duties.