University of Minnesota Physicians
Minneapolis, Minnesota
Last Updated: March 11, 2008
Company Overview:
UMPhysicians provides exceptional, patient-centered care while advancing medicine through leading-edge research . We are an independent not-for-profit organization,with staff working across disciplines in primary and specialty care areas. Our multi-specialty practice represents a remarkable depth and breadth of expertise and patients benefit from an interdisciplinary team approach to diagnosis and treatment. Revenues raised by UMPhysicians are used to fund the research and educational mission of the University of Minnesota medical school.
Description:
Job Description (full-time 40hrs/week)
Responsible for providing excellent customer service by effectively exhibiting a commitment to patients and customers through helpfulness and cooperation to all who call the UMP clinics. This position will schedule and register patients who call requesting appointments, facilitate retrieving patient records and medical history, and effectively satisfy callers by understanding where to transfer all calls correctly. The incumbent must be knowledgeable of medical and clinical terms and be able to document calls efficiently and accurately while speaking with the callers. Ability to maintain patient confidentiality is crucial. Critical thinking and ability to make decisions are key attributes.
Greet callers in a professional manner utilizing Customer Service scripts and standards while speaking in a conversational manner.
Identifies caller’s needs and appropriately routes calls as needed.
Respond to caller’s need for information.
Utilize directories, paging and voice mail systems.
Demonstrate exemplary telephone etiquette skills.
Compile mailings from the previous work day’s call.
Identifies patient needs and available appointment openings when the patient needs to be scheduled in more than one clinic on the same visit day.
Coordinate the scheduling and canceling of complex patient appointments.
Work with specific clinics to arrange for scheduling.
Notiy patient of change in appointment scheduling.
Obtain patient demographic and insurance information for new patients and verifies for returning patients.
Verify and updates forms requiring patient signature.
Arrange for accommodations and interpreter support.
Recognize variations and takes action to prevent undesirable appointment management outcomes.
Document all calls (e.g. reason, details when process required is different from accepted procedure).
Job Qualifications
One year customer service with a degree or two years customer service experience with two years post education or equivalency of four years customer service maybe considered in lieu of a degree or post education.
Prefer Experience.
Two years scheduling patient appointments and/or registering patient information in a practice management system.
