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The Service Specialist is responsible for triaging all clinical calls and scheduling all non-surgical office appointments to ensure that all phone requests are resolved in a timely manner.
This role is critical to ensuring superior patient care as well as creating a positive first impression for the practice and to show patients a “we care” attitude, which has a significant impact on patient loyalty and their relationship with the practice, for both new and established patients.
Responsibilities:
- Respond to incoming phones calls for all sites promptly and in an exceptional quality manner.
- Triage clinical calls, ensuring all appropriate questions asked and documented, recommending appropriate course of action.
- Uncover the true need of patients through branching questions.
- Appropriately schedule patient appointments based on physician guidelines, patient symptoms, and appointment availability.
- Clearly and concisely document every patient request and pertinent information via EMR so that practice can successfully respond to patient needs.
- Through appropriate call control, ensure that calls are handled efficiently to attain daily call production goals.
- Coordinate work efforts with other team members to achieve an efficient workflow and time adherence within the office.
- Maintain proficient knowledge of 16+ site protocols and 50+ physician schedules/changes to ensure appropriate information is provided to patients.
- Perform other office duties as assigned by manager.
- Effectively communicate and coordinate work efforts with sites to ensure a superior patient experience.
- Maintain adherence to regulatory requirements following confidentiality guidelines for current/former patients.
Requirements:
- Strong analytical and critical thinking skills.
- Proficient knowledge of Medical Terminology.
- Excellent customer service skills.
- Experience in healthcare, medical or hospitality industries.
- Superior written and verbal communication skills.
- Proficient computer software and database skills.
- Strong attention to detail.
- Ability to quickly ascertain and implement new product/process information.
- Ability to multi-task and work in a fast paced, high-volume environment.
