Role Description Responsible for advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for procedures, follow-up office visits, and ancillary services. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues. Responsibilities - Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times. - Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures. - Maintains and updates current information on physicians schedules and endoscopy block time; schedules patients according to physician availability and preference. - Collects and records accurate patient information according to the AGA Documentation Requirements. - Ensures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessary. - Ensures all applicable ancillary services are scheduled at AGA. - Handles requests for information or appointment received via the eCW Patient Portal or AGA Website in an efficient and timely manner. - Mails/Emails information packets to patients who are new to the practice. - Addresses questions regarding patient appointments and requests for information from referring providers. - Accurately provides or counsels patients and/or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary. - Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team. - Answers emails and voicemails and returns patient calls in a timely and efficient manner. - Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts. - Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information. - Participates in staff meetings as directed by the Patient Service Supervisor or Manager. - Participates in marketing activities as directed by the Patient Service Supervisor or Manager. - Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager. - Any other duties and/or special projects as assigned. Qualifications - High School Diploma or GED required; Certified Medical Assistant preferred. - Strong customer service skills and ability to type 45 words a minute are required. - 2-3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred. - Must be computer literate, able to operate healthcare systems and multiple Microsoft Office applications. - Bilingual skills are strongly preferred, but not required. - Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location. Additional Skills and Experience - Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect. - Displays a professional outgoing warm and helpful attitude. - Possesses compassion for dealing with people who are ill and need help. - Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager. - Work under pressure; assess, respond, and communicate issues in a timely manner. - Communicate clearly with patients and coworkers through the telephone, email, and in-person. - Interpret and apply clinical and non-clinical policies and procedures. Physical/Mental/Environmental Demands Requires sitting and standing associated with a normal office environment; travel within the Metro area required.