Call Center Agent

Description

The Bilingual Dental Call Center Agent is an entry level role which primarily functions in the Clinic’s Call Center. Operates multi-line telephone system to answer incoming calls and routes members to appropriate AMC personnel. In addition, schedules appointments, responds to questions, and documents each call within the electronic health record (EPIC) and/or email. Inputs and provides information related to member’s accounts including demographics and billing/insurance information. Able to work successfully in a fast pace, dynamic work environment while providing high quality customer service. Ability to handle several tasks at the same time. Able to read, write and speak fluently in Spanish and English required. Must be detail-oriented in collecting, tracking, and monitoring information.

• Assigned to a care team, and is involved with all care team huddles and any back-up support as needed.
• Answers phones, routes calls, schedules patient appointments, and ensures that patient demographics and insurance information are accurate.
• Check all insurance eligibilities for following day and create billing notes for outstanding documents.
• Works toward making patients feel valued and supported within the health center.
• Responsible for extensive knowledge of appointment protocols (new patient, controlled medication screening, mental health, women’s health and etc.)
• Must comply with all federal, state and local laws and regulations, and AMC policies.
• Create telephone encounters, messages, email, notations and assign properly to staff
• Enters information into the electronic health record such as faxes, previous medical records, radiology results, and assist with communication with other medical facilities through the electronic health record.
• Questions patients when necessary to correct/update fiscal and demographic data.
• Schedules health center’s appointments and “no show” information into the computer system.
• Discusses overdue payments with patients and tracks patient billing histories to identify outstanding balances.
• May send DNK letters (did not keep appointment letter) to patients that missed their appointment.
• Other duties as assigned.

Requirements

You must have the following qualifications:

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Bilingual in Spanish required.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to perform basic math calculations, including handling U.S. currency and simple measurements.
• Must be able to type 45 WPM, is proficient with Internet and web-based systems, and MS Office (Word, Excel, and Outlook.

This is a Remote/Onsite Hybrid role.