Representative,PCC Clinical Services 1

Pediatric Associates - Plantation, FL

Part-time - Entry Level

Remote - Plantation, FL

Ambulatory Health Care Services

About the position

The Representative for PCC Clinical Services at Pediatric Associates is a part-time role focused on providing exceptional customer service to patients through effective communication and support. The position involves answering incoming calls, registering new patients, verifying insurance, and scheduling appointments, all while adhering to HIPAA regulations. Bilingual Spanish speaking is required, and the role is designed to support the mission and values of Pediatric Associates by ensuring a positive patient experience.

Responsibilities

• Answer incoming calls by welcoming patients with a professional, upbeat, friendly attitude.
• Follow prepared scripts based on call type.
• Register new patients by gathering pertinent information and entering it into the XPM system.
• Verify insurance coverage and information.
• Set patient appointments upon request and identify future visits.
• Document accurately and efficiently within all systems (XPM, CRM, EHR).
• Document all questions and messages for Clinicians and label them properly using the telephone communication access protocol.
• Data entry and maintenance of customer databases.
• Properly obtain and confirm patients/caller information abiding by HIPAA law.
• Collect all necessary and pertinent information over the phone to facilitate timely and accurate physician follow-up.
• Complete any necessary referrals requested by telephone contact for provider approval.
• Provide customers with product and service information.
• Respond to patient inquiries.
• Research required information using available resources.
• Communicate with offices when necessary.
• Handle customer complaints and other customer support related issues and provide customers with proper solutions.
• Meet established standards within all performance criteria.
• Attend any necessary training/meetings to be up to date on protocol changes and available training.
• Perform outbound calls, copying, faxing, etc.
• Provide medical guidance via telephone using clinical triage algorithms and clinical judgment.
• Document all medical advice given over the phone.
• Schedule appointments using clinical prioritizing protocols and scheduling policies.

Requirements

• High school diploma or equivalent required.
• Medical Assistant Diploma or Certification required.
• Minimum of one year experience in a call center environment.
• Knowledge of XPM and CRM system desired.
• Familiar with automated call distribution, IVR, and skill-based routing systems.
• Previous customer service experience required.
• Bilingual Spanish speaking required.

Benefits

• Part-time schedule
• Remote work option