Patient Care Liaisons work in a call center environment, handling incoming calls daily in a pleasant and calm manner to answer patient inquiries, schedule, change and cancel appointments, answer general questions and handle patient complaints.
Regular and predictable on-site attendance required.
Travel to other locations as needed.
Work overtime as needed.
Handling inbound calls from internal inbound and external outbound customers.
Take patient inquires and forward to appropriate office for a call back.
Obtaining patient information and entering data into scheduling system
Using patient reactivation system to call and schedule former patients.
Evaluate patient problem to determine whether a call back or scheduling would be appropriate.
Know list of general insurances that MAR participate with, identify where to look, who to contact re: infrequently used insurances
Give out correct insurance provider numbers by state and look up referrals in Navinet system and document appointment.
Respond to patient complaints appropriately, or refer to supervisor as needed.
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 job. Duties, responsibilities and activities may change at any time with or without notice.
Communication & Relationship Management - Maintains open and interactive discussion with team and is aware of their needs.
Professionalism - Develops individual relationships with coworkers and reports while maintaining work appropriate boundaries.
Customer Service - Conflict resolution skills, responds promptly to customer needs including within MAR offices.
Technical Skills - Knowledge of health care and medical procedures, including terminology. Knowledge of vision/retina/ophthalmic terminology and procedures
Problem Solving/Analysis - Identify and resolve problems and conflicts promptly
Ethical Conduct - Maintains confidentiality.
Time Management - Maintains high volume productivity level for essential functions. Ability to multi-task when appropriate.
This position has no direct supervisory responsibilities.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This is largely a sedentary role; however, some filing may be required. This would require the ability to lift files, bend and reach open filing cabinets and bend or stand on a stool as necessary.
While performing the duties of this job, the employee is regularly required to talk, communicate verbally in front of groups, one to one and over the telephone and in email.
Listening to verbal communication using a headset and processing the information while entering the data into a computer system, processing auditory information and responding verbally back in an appropriate manner.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Using hands to operate equipment such as a computer mouse, show manual or finger dexterity, handle things with precision or speed, use muscular coordination and physical stamina.
Following through on plans or instructions.
Using words to communicate ideas, reading with comprehension and estimate distance and time for things such as travel or wait times.
Travel is minimal but required on occasion for this position.
Required Education and Experience
High school degree or equivalent
MAR is a proud Equal Opportunity Employer.