RECEPTIONIST/CALL CENTER

Job Summary

The Receptionist/Call Center is responsible for providing high-quality front-line support by answering incoming calls, scheduling appointments, and assisting patients with administrative and service-related needs in a professional medical environment.

Duties and Responsibilities

• Answer incoming calls in a courteous, professional manner and take appropriate action for each inquiry.
• Accurately schedule, confirm, and manage patient appointments and follow-up visits.
• Greet patients warmly and professionally, ensuring a positive first impression.
• Assist patients with check-in and check-out processes.
• Identify patient needs, clarify information, research issues, and provide effective solutions.
• Collect and process co-payments and other applicable fees.
• Verify insurance eligibility by reviewing patient information and insurance requirements; ensure referrals and authorizations are obtained when necessary.
• Enter, update, and maintain accurate patient demographic information in the EMR system.
• Maintain up-to-date knowledge of medical center services and rates and communicate this information clearly to patients.
• Apply company policies to determine whether patient concerns can be resolved immediately or require escalation to management.
• Continuously expand job knowledge by learning new procedures, services, and pricing offered by the medical center.
• Meet established qualitative and quantitative performance metrics.
• Perform additional duties as assigned.
• The Receptionist/Call Center must be compliant and cooperate fully with Ezra Medical Center’s compliance program, including its standards of conduct and policies and procedures. Such compliance will be an element considered as part of the Medical Billing and Coding Liaison’s regular performance evaluation. Failure to comply with EMC’s written standards, which includes the failure to report any conduct or event that potentially violates legal or compliance requirements, will be met by the enforcement of disciplinary action, up to and including possible termination in accordance with Ezra’s compliance program.

Required Qualifications

• Professional demeanor with strong multitasking abilities
• Excellent verbal communication and phone etiquette
• Strong customer service skills with a patient-focused approach