Completes call processing in an efficient manner. Remains aware of call volumes and works as part of the team to handle the peak call volumes.
Completes the screening per sub-specialty protocol.
Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.
Cross sells the multiple locations and physicians available with sub-specialty per protocol.
Demonstrates ability to use Centricity Business, Centricity EMR and other Contact Center applications as required to assist with the callers needs.
Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy.
Displays characteristics of inquiry, empathy, courtesy and respect during communication with customers. Ensures complete communication (closes the loop and follow up) between key customer groups, including internal and external customers, in an appropriate and timely manner.
Facilitates new patient registration and updates current registration.
Maintains protocol knowledge base and skill set for scheduling across multiple subspecialties or locations and meets established goals for scheduling accuracy.
Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate.
Participates in physician practice meetings as required, including training with physician secretaries, regular staff meetings, and/ or other training classes as directed.
Performs other duties as assigned.
Proactively reads emails daily and reviews other written sources to keep up to date on all communications / changes within the protocols and the Contact Center.
Responds to telephone inquiries from patients, physicians, employees and other callers regarding appointments, referrals, provider messages and services within Medstar in accordance with established guidelines.
Utilizes physician protocols to schedule appointments for subspecialties or locations and meets established Contact Center performance goals.
Validates and verifies the insurance carriers to the MedStar Employed Physician Participation Listing.