SHIELDS HEALTH

Position: Call Center Representative

Location: Worcester, MA

Hours: Saturday- 730a-6p and 10 flexible weekday hours

**Position can be shared by more than one candidate**

PURPOSE AND SCOPE:
The Customer Care Representative will contribute to the goals of Shields Health Care Group by
providing exceptional customer service with professionalism, efficiency and accuracy. The
Customer Care Representative will perform the necessary tasks to successfully maximize the
collection of revenue.

PRIMARY RESPONSIBILITIES:

1. Appointment scheduling, rescheduling and canceling in a professional manner.

2. Screen patients over the telephone for contradictions to MRI. Accurately document responses in RIS system. Create necessary follow up if needed.

3. Acquire the necessary information to submit a claim for payment and receive reimbursement.

4. Inform patients of financial obligations and collection of pre-service estimates.

5. Renal screen all patients receiving contrast, contraindications require need for recent labs prior to exam
6. Acquire the necessary films and lab reports prior to patient scan date.

7. Responsible for ensuring that all written orders received via the fax router are exact, when compared to the SHCG patient file (i.e. patient information, scan type and clinical indications).

8. Responsible for processing, cataloging and filing all fax router files received.

9. Maintain and respect confidentiality for all customer groups.

10. Respond appropriately to scheduling emergency patient situations.

11. Answer patient and doctor concerns with accuracy, efficiency and in a professional manner.

12. Keep management informed of situations and conditions with potential impact on the company, particular department(s) or customer group.

13. Remain current on any changes in policies or procedures that modify daily work functions.

14. Responsible for instructions, processing and documentation of written orders

15. Performs other related duties as required

EDUCATIONAL REQUIREMENTS:

1. High School Diploma required
2. Medical office or healthcare administration courses preferred

EXPERIENCE REQUIREMENTS:

1. Excellent communication skills and computer proficiency required
2. Attention to detail and typing accuracy required
3. Knowledge of anatomy, medical terminology and insurance requirements is preferred.
4. Ability to follow instructions with minimal supervision
5. One year medical billing and/or office experience is desirable
6. Proven ability to multi task and exceed customer expectations is required

PHYSICAL REQUIREMENTS:

Ability to sit for extended periods of time while simultaneously performing data entry and information intake via phone. Can be met with or without reasonable accommodation.

INTERNAL/EXTERNAL INTERACTIONS:

This position requires extensive interaction with all customer groups. Candidate must be personable, upbeat, fast paced and organized.

NOTE:
It is not intended that this Job Description include all details of the work functions of this position. The incumbent will perform work of lower or equivalent classification as required or directed and work of higher classification for training and development purposes or as warranted.

IND-P