<p>POSITION SUMMARY:</p> <p>Provides the first line of administrative support and help desk for our patients, doctors and technical staff. Assists doctors and teams with scheduling appointments, monitoring schedules, patient portal and monitoring electronic health records. Answers all incoming calls to the Patient Services Department and determines the needs of each caller. Attempts to resolve each call with as little transferring as possible. Provides customer service and relationship management internally and externally. This employee will be eligible to work from home after 6 months in the position (consideration dependent on performance, productivity and additional training needs).</p> <p>ESSENTIAL DUTIES AND RESPONSIBILITIES:</p> <ul> <li>Screens incoming and outgoing calls to ensure quality customer service and adheres to the policies and procedures of the organization. </li><li>Verify insurance and demographics for every appointment scheduled. </li><li>Verify eye plan eligibility for VSP and EyeMed. </li><li>Monitors the physicians schedule by mining schedule, filling appointments that are cancelled. </li><li>Monitors schedule for overbooking and errors. </li><li>Monitors the patient portal appointment requests. (Secure online website) </li><li>Assist patients with new Patient Portal sign up and token retrieval </li><li>Enter and retrieves data in EPM. </li><li>Coordinates and schedules appointments based or protocol, such as rescheduling due to template changes. </li><li>Follows-up with phone tree reminder calls for their designated doctor/doctors </li><li>Sends communications to patients regarding schedule changes, Patient Portal or appointment reminders </li><li>Documents messages accurately in EHR and sends to the appropriate team. </li><li>Monitor CSAA's EHR throughout the day. </li><li>Manage voicemail boxes for the Patient Services Department. </li></ul> <p>Minimum Qualifications:</p> <ul> <li>High school diploma or equivalent. </li><li>Excellent customer service skills with three years in a customer service role. </li><li>Medical Terminology / Ophthalmology Terminology </li><li>Ability to work independently and in a diverse workgroup. </li><li>Ability to multi-task in a busy, fast paced environment. </li></ul> <p>Preferred Qualifications:</p> <ul> <li>Prior experience with Electronic Health Records and Outlook </li><li>One year of experience in the practice management system NextGen </li><li>Bilingual Skills </li><li>Solid keyboarding skills </li><li>Strong organizational, communication and inter-personal skills </li></ul>