The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Receives and triages all telephone calls utilizing procedures, policy manuals, knowledgebase and other reference materials to assist in answering customer (patients/providers/staff) inquiries and resolving customer issues.
• Performs basic registration of all patients for each appointment scheduled utilizing established policies for the capture of complete and up-to-date patient and insurance information.
• Forwards customer inquiries to providers and/or managers when specific, in-depth functional knowledge is required.
• Documents all customer inquiries, issues and transactions and performs follow up to ensure all documented issues have been addressed by the necessary staff member to ensure the customer's needs have been met.
• Reviews all scheduled appointments for errors and works with peers to correct them prior to patients arrival.

Education and Experience

• High School Diploma or GED required
• One (1) year of experience in a call-center, or customer service related employment required

Knowledge, Skills and Abilities

• In-depth technical and administrative knowledge of work area and function
• Recognized as a resource within function for problem solving capabilities
• Strong communication skills at all levels - including written and oral
• Strong computer skills
• Strong customer service skills