Overview
Medical Customer Service Agent Jobs in Western Cape, South Africa at Sourcefit
Title: Medical Customer Service Agent
Company: Sourcefit
Location: Western Cape, South Africa
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Uses telephone headset and computerized appointment scheduling program to schedule patient appointments for specified physicians according to physician-specified protocol.
- Enters key demographic and insurance information into a permanent account; checks for IPA authorizations.
- Follows appointment scheduling protocol for each physician. Follows guidelines for patient access.
- Verifies insurance eligibility daily to ensure patients are covered for the current month.
- Ensures patients understand they are to arrive to their appointment with their referral form and x-rays. Informs patients the appointment may be cancelled if the referral and x-rays are not available.
- Informs patients of practice’s policy on collecting payment at the time of service.
- Informs new patients about the practice’s website; encourages them to visit and complete paperwork and print a map with directions to the practice.
- Checks e-mail regularly and responds to established patients who have requested an appointment through the website.
- Any urgent calls to a physician should be e-mailed to the Triage department or reach the appropriate specialty area using the backline to assure the call is handled expediently.
- Maintains patient confidentiality; complies with HIPAA and compliance guidelines established by the practice.
- Meets all Productivity Standards/Goals.
- Other duties as assigned.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.
QUALIFICATIONS:
- High school diploma required.
- Minimum two years’ experience working in a physician practice scheduling appointments.
- Comfortable using e-mail and interacting with Internet applications.
- Computer literate – with keyboard skills and knowledge of practice management and word processing software.
- Strong written and verbal communication skills.
- Strong customer service skills.
REQUIREMENTS:
Expected to meet KPI’s Within 30 Days
- Average Call Handling Time: 4-6 minutes
- Call Abandonment rate: less than 5%
- Average Speed to Answer: less than 30 seconds
- Agent absenteeism: Less than 5%
- Hourly Call Volume: 10 calls per hour
