Job Description

Physician Office | Kettering | Full-Time | First Shift

Responsibilities & Requirements

• Provides excellent customer service to all callers.• Handles all incoming telephone calls from patients, makes appointments, and answers generalquestions and inquiries.• Makes outgoing calls to patients to schedule appointments or convey information, as needed.• Uses computer systems to refer to existing patient information or set up new patients in thescheduling tool. Provides the patient with available timeslots• Communicates all add-ons, delays, cancellations, and “no-shows” to Physician Schedulers.• Interacts with patients by answering questions, and providing information• Provides support to patients in distress by responding and escalating to clinic leadership.• 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 recordsverifying 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.• Receives, directs, and relays telephone and fax messages.• Responds to calls efficiently, not putting time savings before quality of service.• Monitors and works items in various Work Queues, as assigned.

Minimum EducationCompletion of a high school diploma or equivalent. Post-high school training in finance, billing, or accounting preferred.If employee’s practice has a KHMG issued AED, the employee is required to obtain and maintain current BLS certification. Minimum Work Experience• Post-high school training in finance, billing, or accounting preferred.• Preferred minimum of 1 year of relevant experience and/or training, or equivalent combination of education and experience in a medical receptionist/customer service role.• Previous experience in a medical environment with knowledge of medical terminology preferred.• Computer literate – skilled in word processing and email and able to maintain confidentiality/discretion. Required Skills• Knowledge of multi-line phone system.• Proficient in computers and relevant software applications and practice management technology including electronic recordkeeping.• Knowledge of customer service principles and practices.• Demonstrated initiative and strong organizational skills.• Exceptional interpersonal communication skills with a positive tone and welcoming demeanor.• Ability to work independently on assigned tasks as well as to accept direction on given assignments.• Deals with confidential information and/or issues using discretion and judgment.

Overview

Kettering Health is a not-for-profit system of 14 medical centers and more than 120 outpatient facilities serving southwest Ohio. Our mission is to live God’s love by promoting and restoring health. Our commitment to our patients is to help individuals be their best. With that context, safety is our top priority. We provide an integrated system of healthcare experts committed to providing exceptional care.