Call Center Rep Lead

1. Maintains a working knowledge of the Physicians’ specialties, schedules, and locations. 
2. Serve as the first point of contact for troubleshooting or other issues within the call center
3. Schedules patients with the appropriate doctor.
4. Registration: Obtains and confirms patient demographics, insurance, and updates the patients accounts as needed.
5. Understands and has a basic knowledge on insurance, benefits and share of cost.
6. Understands and has a basic knowledge of all different insurance lines of services: HMO, PPO, Commercial, Medicare HMO, Medicaid HMO, etc.
7. Reactivates patients by conducting re-calls for no shows & cancelled appointments, returns missed calls, responds to patient inquiries with real-time responses (text messages, emails, calls may vary between practices) based on practice protocol.
8. Documents accounts appropriately and accurately.
9. Directs patient to our website to complete registration forms and/or emails documents as needed.
10. Answers non-medical questions and gives routine non-medical instructions. On occasion, when properly trained, will answer some clinical questions. 
11. Understands and abides by all HIPAA policies and procedures. 
12. Performs other duties as requested or assigned

Education

Required: High school diploma or equivalent
Preferred: Some college or training in the healthcare field. 

Experience

Required: At least 2 – 3 years of healthcare administrative/receptionist experience with at least 1 year of experience as a phone receptionist in a healthcare setting

Preferred: 2 plus years of experience in a lead role within healthcare administrative field is highly desired

Knowledge & Skills

Must be competent in the use of basic office equipment including computer, printer, telephone, excel, word, EHR / EMR, patient portal and fax.

Knowledge and understanding of basic insurance

Demonstrated ability to communicate effectively and remain poised and professional when interacting with potentially hostile patients and family members. 

Must possess excellent communication, clerical and organizational skills. 


Tenet Healthcare/TPR complies with federal, state, and/or local laws regarding mandatory vaccination of its workforce. If you are offered this position and must be vaccinated under any applicable law, you will be required to show proof of full vaccination or obtain an approval of a religious or medical exemption prior to your start date.  If you receive an exemption from the vaccination requirement, you will be required to submit to regular testing in accordance with the law.

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