Job Description

Responsible for serving as front-line support, the Communication Center Representative is responsible for scheduling patient appointments; providing outstanding customer service; obtaining patient demographic and insurance information; and documenting and relaying patient messages to the appropriate provider office for a large pain management practice with multiple site locations. Working under the direction and guidance of the Communication Center Supervisor, and by performing all required job functions, the Communication Center Representative is responsible for ensuring that quality services are provided to meet the needs of the patients, providers and the NSPC organization.

Duties and Responsibilities

• Answers all telephone calls routed through the Communications Center, ensuring that all are returned and/or closed properly.
• Checks all messages (voicemails, emails, etc.) in a timely manner and completes system tasks as assigned, including replying to email inquiries; distributing electronic faxes; and sending information to referring providers.
• Schedules, reschedules, and cancels every patient appointment properly and according to established NSPC guidelines.
• Obtains and records patient demographics, insurance information, and all other pertinent details accurately in new and current patient charts to guarantee proper medical care and accurate claim payments.
• Obtains and communicates all pre-appointment instructions accurately to all new and current patients.
• Forwards all prescription requests, including those received through the patient portal, in a timely manner to the responsible provider.
• Follows all NSPC Communication Center policies and procedures during execution of assigned duties.
• Adhere to and uphold all applicable federal and state compliance regulations as well as NSPC’s Code of Conduct and Associate Handbook, compliance policies and procedures, and applicable healthcare fraud, waste and abuse laws.
• Other duties as assigned.

• Understands, complies with, and enforces all NSPC policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
• Adhere to and uphold all applicable federal and state compliance regulations as well as NSPC’s Code of Conduct and Employee Handbook, compliance policies and procedures, and applicable healthcare fraud, waste and abuse laws.
• The Code of Conduct
• Annual completion of compliance training
• Adherence to the overall compliance program
• Reporting issues
• All other duties as assigned.

Qualifications and Skills

Knowledge, Skills, and Abilities

• Must be able to demonstrate competence in written and oral communications.
• Must be able to demonstrate the ability to use PC based office productivity tools (i.e. Microsoft Outlook, Microsoft Excel) as necessary; general computer skills necessary to work effectively in an office environment.
• Strong attention to detail and accuracy required.
• Must be able to demonstrate the skill in effectively managing multiple priorities.
• Must be able to demonstrate the phone skills required to triage incoming calls and the ability to take clear, concise, and accurate information.
• Ability to process new information with minimum supervision
• High school diploma or general education degree (GED) equivalent.
• At least one year of related experience and/or training as a call center representative, preferably in a healthcare environment.
• Ability to maintain complete confidentiality of information at all times.

Working Conditions

• Located in a fast-paced, professional office environment with a noise level that is generally elevated
• Regular use of standard office equipment (including computers, phones, photocopiers, filing cabinets, fax machines, etc.).
• Ocassional/Regular use of clinical equipment (including autoclaves, c-arms, crash carts, intravenous therapy materials, etc.).

• Close and regular interactions with patients occur, which may result in exposure to blood borne pathogens and/or other diseases/infections. Appropriate infection control policies and procedures are practiced and enforced at all times to minimize any risks.
• Ability/flexibility to travel company-wide is necessary.

Physical Requirements

• Extensive and regular periods of sitting, standing, bending, walking, seeing, talking, and listening.
• A full range of body motion including complete manual and finger dexterity, as well as effective hand-eye coordination.
• Adequate visual acuity including ability to read information.
• An occasional requirement to reach with hands/arms, stoop, kneel, or crouch.
• An occasional requirement to push, pull, lift and/or move up to 25
• The ability to operate a motor vehicle with a valid driver’s license, as needed.