Call Center Agent

1 week ago

Doha, Qatar DOC MEDICAL CENTER Full time

Welcomes all patients and visitors by greeting patients and visitors in person or on the telephone.
- Handles all incoming telephone calls from patients, makes appointments, and answers general questions and inquiries.
- Uses computer systems to refer to existing patient information or set up new patients in the scheduling tool. Provides the patient with available timeslots not allowing patients to give times they are available to ensure full use of the physician timeslots.
- Maintains registration flow by efficiently moving patients through the process.
- Communicates all add-ons, delays, cancellations, and “no-shows” to Clinical Coordinator.
- Interacts with patients by answering questions, providing information, and keeping the Reception area in order. Provides support to patients in distress by responding to emergencies.
- Responsible for inputting very detailed information on the patient using a variety of computer screens. After completion of the call and input of the patient information, representative checks records verifying the details entered and adds any additional notes that may be necessary.
- Explains all current fees and patient financial responsibility and informs patient of payment required for existing balances due at or before next appointment.
- Provides information to callers on practice policies and procedures such as what is required following physician template, using proper encounter codes, in preparation for appointment (insurance, id, etc.).
- Schedules to ensure efficient patient flow based on predetermined appointment availability.
- Secures patient information and maintains patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding, and keeping patient information confidential.
- Follows up with patients when they are a no show for an appointment and may make calls to patients asking if they were satisfied with the service they received.
- Maintains general filing system and files appropriate correspondence electronically or manually.
- Receives, directs, and relays telephone and fax messages.
- Responsible for report generation and analysis in support of departmental goals and objectives. **Responds to calls efficiently, not put time saving before quality of service.**
- Maintain inventories of supplies and provides a list of what is needed to the Team Leader.
- Must be able to cover Medical Reception/Call Center desk as needed.
- Performs other general administrative tasks as directed by team lead.
- Attend and participate in weekly management meeting, as requested by the management team.
- May require occasional evening or weekend work to address urgent operational needs.

Any other task as assigned by management on a time-to-time basis as per the organization's needs.

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