Reception Desk Rep - Radiology

The Reception Desk Rep interacts extensively in person/via telephone with patients, the public, healthcare providers, support staff and other Medical Center personnel. As a first point of contact when patients arrive into the department, the position requires excellent customer service skills, broad judgment, independent thinking and problem solving. The representative follows workflow and company guidelines, and is responsible for scheduling appointments and updating demographic and correct billing/insurance information.

Responsibilities

Answers, screens, and processes incoming calls in a professional manner; Directs patient access to the department by greeting, scheduling, checking in, and canceling patient appointments for multiple providers; Utilizes and adheres to department and hospital guidelines and accurately updates patient demographic and insurance data at the time of scheduling and check-in; Utilizes and adheres to a phone script, clinical decision trees, and scheduling criteria; Uses independent knowledge to determine appointment type and urgency or to triage calls; Sends out accurate and complete communication e-mails to physicians or other healthcare providers; Takes appropriate actions to diffuse challenging situations and seeks assistance from supervisor when needed

Requirements

High School diploma or GED; 1-3 years related work experience in a customer service role; Demonstrated skills in active listening, problem solving, and remaining calm in emotional or stressful situations; Attention to detail, strong verbal communication, customer service and keyboarding skills; Medical terminology knowledge; Excellent interpersonal skills and ability to work both independently and as part of a team; Basic familiarity with computers and ability to navigate web-based applications at a basic level; Ability to communicate clearly in written and oral English

Nice to have

Associate's degree; Prior experience working in customer service related roles