*This is a fully remote position*

Provides communication support services including: general clerical, responds to billing questions, general information, scheduling services to the patients of Oak Orchard Health on behalf of the providers associated with the health center. Involves collecting, assessing, submitting, processing and updating of sensitive and confidential information, resolves patient access issues within limits and works with confidential information and in accordance with multiple workflows protocols.

Job Responsibilities:

• Independently answers large volume of inbound inquiries (such as but not limited to telephone calls, Electronic Medical Record)
• Schedule patients following protocols and standard operating procedures.
• Resolve patient access issues
• Respond to patient/physician inquiries
• Handles or directs billing inquiries
• Makes independent decisions within calls to act outside of protocol to transfer, refer or resolve emergent situations
• Accurately and efficiently uses the electronic medical record and reporting tools to navigate, interpret and report, troubleshoot, schedule appointments
• Registers patients
• Records information and documents problem resolution in the electronic medical record according to established procedures
• Monitors appointment schedules, systems, and resources. Provides feedback/suggestions to leads, supervisors and/or department stakeholders for the purpose of achieving, monitoring and maintaining efficiency, reducing cost, and reducing waste. Alerts leads and supervisor to problems with systems, equipment, workstations, and resources in a timely manner to ensure highest quality and quantity of service is provided at all times. Based on general knowledge of Oak Orchard branding standards and entity protocol, responds to inquiries and provides information for patients, physicians, vendors and customers of Oak Orchard in order to answer inquiries and connect callers.
• Keeps updated on regulations, compliance requirements and applies best practices. Is aware of and avoids issues downstream related to scheduling, initial registration and billing
• Attends and contributes to meetings and participates in training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and requirements for documentation of communication activity.
• Must be able to anticipates, prioritizes and maintains a balance between inbound and outbound activity as well as other clerical and/or administrative activities. Independently initiates outbound communications following prescribed protocol and Standard Operating procedures in order to achieve and maintain optimal patient access targets and organizational goals/standards. This may include, but is not limited to making routine appointment reminders, managing wait lists and communications regarding event cancellations, changes and updates.
• All other duties as assigned

Skills/Qualifications:

• Computer proficiency, especially with MS Office applications.
• Strong organizational aptitude.
• Strong customer service skills.
• Ability to work a flexible schedule. Some evenings and weekends may be required.
• Written and oral fluency in Spanish desired, but not required.

Education and Experience:

• High School diploma or equivalent.
• 1-2 years of prior call center or customer service experience, highly preferably in a medical office environment.