Call Center Representative Job Description
Title: Call Center Representative
Reports Directly To: Office Manager
OVERVIEW:
Call Center Representatives work under the supervision of the Office Manager in an office or clinic. A Call Center Representative, or Call Center Agent, takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems.
The Call Center Representative behaves in a professional manner and consistently demonstrates and promotes the values (core values of organization). The Call Center Representative will work with and receive supervision from the Office Manager.
RESPONSIBILITIES:
Work as a member of the clinical team as a resource to the patients of the practice, this would include the following:
- Maintains office cleanliness (waiting room, front desk, bathroom, break room, etc.)
- Responsible for being available to provide telephone advice per protocol, handling urgent calls and emergent calls, and scheduling of appointments in appropriate time slots.
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Review patient accounts, providing required updates and demographics.
- Collaborate with other call center professionals to improve customer service.
- Help to train new employees and inform them about the company’s customer management policies.
- Anticipate the needs of this patient population, seeing that necessary documentation and pre-visit planning is completed or requested before patient visit.
- Maintains strict confidentiality.
- Treats staff, physicians, visitors, and patients with dignity and respect
- Participates in professional development activities.
- Other duties as assigned.
SKILLS:
- Strong communication, both written and verbal
- Great active listening skills
- Exceptional interpersonal and rapport building skills.
- A patient and empathetic attitude
- Strong time management and organizational skills
- Comfortable working in fast-paced environments
- Computer literacy
- Phone skills, including familiarity with complex or multi-line phone systems Ability to interpret, adapt and apply guidelines and procedures.
- Demonstrates a learning attitude toward solving problems – able to identify and resolve problems.
- Ability to maintain medical records.
- Ability to multi-task
- Ability to work well under pressure.
- Ability to use good reasoning and judgment.
- Ability to establish and maintain effective working relationships with patients, medical staff, coworkers, and the public.
- Demonstrates customer service skills to provide exceptional patient and family experience.
- Ability to work with peers in a team situation.
- Takes initiative to help others.
- Ability to read, write, and communicate effectively orally and in writing.
- Proficient in computer skills for documentation and work related purposes
- Assistants will need to become familiar with EHR computer software, including maintaining EHR security and analyzing electronic data, to improve healthcare information.
PHYSICAL DEMAND REQUIREMENTS:
- Have hand-eye coordination and manual dexterity needed to operate a keyboard.
- Proficient in the operation of a computer keyboard
QUALIFICATIONS:
- High School graduate or GED.
- Minimum of one (1) year medical experience in a physician’s office or equivalent combination of training and experience
- Experience in Primary Care with this population is highly desirable.
- Supports practice mission, vision, and goals.
- Bilingual Spanish may be preferred.
- Up to date with required vaccinations
St. Petersburg Pediatrics is a Drug Free Workplace
Job Types: Full-time, Part-time
Salary: $15.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Medical specialties:
- Pediatrics
Schedule:
- Day shift
- Monday to Friday
Work setting:
Medical office Ability to commute/relocate:
- Saint Petersburg, FL: Reliably commute or planning to relocate before starting work (Required)
Medical Billing Associate Job Description
Title: Medical Billing Associate
Reports Directly To: Office Manager
OVERVIEW:
St. Petersburg Pediatrics is looking for an experienced medical billing specialists to join our team. The Billing specialist will work out of our administrative office in St. Petersburg, Florida.
As a Medical Billing Specialists, you oversee calculating and collecting payments for medical procedures and services.
RESPONSIBILITIES:
- Updating patient data
- Developing payment plans
- Preparing claims
- Insurance verification (navigate through online websites for insurance eligibility.
- Making and receiving patient calls in a timely manner.
- Communicating with insurance companies
- Ensure patients are billed quickly and accurately.
- Other duties as assigned.
SKILLS:
- Effective communication skills
- Basic computer skills, such as sending emails, typing, and using spreadsheets.
- Creative problem-solving skills.
- Work independently.
- Collaborate well with others.
- Multitask
QUALIFICATIONS:
- High School graduate or GED.
- Minimum of one (1) year experience in medical billing or any coding industry
- Supports practice mission, vision and goals.
- Bilingual Spanish may be preferred.
St. Petersburg Pediatrics is a Drug Free Workplace
Job Type: Full-time
Salary: From $15.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- ICD-10: 1 year (Preferred)
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Saint Petersburg, FL 33713: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
Title: Medical Office Manager
Reports Directly To: Administration/Supervisor
Effective Date: 10/27/2017
OVERVIEW:
The Medical Managers’ primary responsibility is the overall operations of the medical office and to serves as the liaison between the office staff and the Providers on staff. Medical office managers are responsible for the facility in general, right from keeping it clean, well-staffed and functioning smoothly to ensuring that the facility does not break any laws and is efficient. The most important aspect of this position is the willingness to work closely with patients, physicians, and office staff; and to communicate effectively with each other while maintaining a positive attitude.
The Medical Manager behaves in a professional manner and consistently demonstrates and promotes the values (core values of organization).
The Medical Manager will be responsible for holding staff meetings and encouraging brainstorming and execute innovative ideas for practice growth and efficiency. The ideal candidate will have a strong work ethic and be a role model to all employees. They must be meticulous, and work successfully under pressure in a fast-paced environment.
RESPONSIBILITIES:
- Accountable for the supervision of all non-physician staff
- Develops and enforces practice and office procedures
- Becomes the Liaison between physician and staff.
- Is responsible for the oversight of all inter-office business and clinical operations.
- Reports regularly to Supervisor and Administrators
- Available for meetings at times convenient to office Providers
- Responds quickly to requests from supervisors, practice and co-workers.
- Maintains strict confidentiality.
- Promotes a safe work environment.
- Responsible for being available to provide telephone advice per protocol, handle urgent calls and emergent calls.
- Make sure that the rules of the establishment are followed by every employee.
- Make sure that the establishment has adequate staff to perform its duties efficiently.
- Ensure the smooth running of the establishment, which includes checking on the staff, supplies, and any other problem which can affect the smooth running of the establishment.
- Responsible for the training of new staff as well as assisting in the hiring process.
- Ensure that the establishment stays well with the medical guidelines, ethics and laws.
- Oversee patient satisfaction and communicate with the patients in case of complaints. If the complaint needs to be escalated, please contact administration/supervisor personnel.
- Ensure that all records of the facility are maintained properly and are up-to-date.
- Provide excellent customer service and serve as the first point of contact for all patients.
- Schedule appointments and answer phone calls or delegate as necessary
- Process insurance company billing and paperwork; point of contact for patients with insurance questions
- Handle basic daily accounting functions such as co-pays.
- Order all office supplies and equipment through various vendors.
- Other duties as assigned.
SKILLS:
- Knowledge of medical practice and care of patients
- Knowledge and ability to assist with examination, diagnostic and basic treatment procedures
- Knowledge of medical equipment and instruments
- Knowledge of common safety hazards
- Ability to take vital signs
- Skill in developing and maintain clinical quality assurance
- Ability to interpret, adapt and apply guidelines and procedures
- Demonstrates a learning attitude toward solving problems – able to identify and resolve problems
- Ability to multi-task
- Ability to work well under pressure.
- Ability to maintain medical records.
- Ability to use good reasoning and judgment.
- Ability to establish and maintain effective working relationships with patients, medical staff, coworkers and the public.
- Demonstrates customer service skills to provide exceptional patient and family experience
- Ability to work with peers in a team situation
- Take initiative to help others.
- Ability to read, write, and communicate effectively orally and in writing
- Knowledge of basic arithmetic
- Proficient in computer skills for documentation and work related
- Managers will need to become familiar with EHR computer software, including maintaining EHR security and analyzing electronic data, to improve healthcare information.
- Knowledge of HIPPA guidelines and implementing them are a bonus for this position.
- Must be willing to learn all aspects of a Pediatric office quickly and be able to perform each job within the office. This includes: Front Desk, Histories and Lab duties
PHYSICAL DEMAND REQUIREMENTS:
- Stand for extended periods of time with ability to push, pull, and reach
- Occasionally bend, sit, stoop and stretch
- Have full range of motion, including handling and lifting patients
- Have hand-eye coordination and manual dexterity needed to operate a keyboard, photocopier, telephone, fax, and medical equipment
- Proficient in the operation of a computer keyboard
- Occasionally lift and carry up to 50 lbs
- Proficient in the operation of a computer keyboard
QUALIFICATIONS:
- High School graduate or GED and current state certification (preferred)
- Minimum of one (1) year medical experience in a physician’s office or equivalent combination of training and experience
- Experience in Primary Care with this population is highly desirable
- Supports practice mission, vision and goals
Title: Medical Assistant
Reports Directly To: Office Manager
OVERVIEW:
St. Petersburg Pediatrics is looking for a Medical Assistant. The Medical Assistants’ primary responsibility is to assist in the delivery of health care and patient care management for the primary care practice. Pediatric Medical Assistants work under the supervision of the Office Manager in an office or clinic. Handle office, clinical and administrative duties to allow the pediatrician to focus on assisting patients. Setting up appointment times, filing and retrieving medical records, assisting patients with insurance forms and handling accounting duties are all tasks that a Pediatric Medical Assistant is expected to do on a regular basis.
The Medical Assistant behaves in a professional manner and consistently demonstrates and promotes the values (core values of organization). The Medical Assistant will work with and receive supervision from the Office Manager, Physicians and Nurse Practitioners.
Additionally, pediatric Medical Assistants communicate with patients on behalf of physicians, completing duties like rescheduling appointments and relaying information between providers and patients. Minor preparation duties like taking a patient's weight and height are also performed by pediatric Medical Assistants to prepare a patient to meet with the physician and assist with examinations.
RESPONSIBILITIES:
Work as a member of the clinical team as a resource to the patients of the practice, this would include the following:
- Maintains office cleanliness (waiting room, front desk, bathroom, break room, etc.)
- Prepares, cleans and maintains exam and treatment rooms, as well as supplies and equipment.
- Greet Patients and guests as soon as they arrive.
- Request patients name and inquire whether they have an appointment or walk-in.
- Call patients back and escort patients from the waiting room to scale/vitals area.
- Take patients vitals and record results in the patients’ chart.
- Prepares patients for examination and treatment by escorting them from the scale/vitals area to the exam room.
- Get background information on the visit (Fill out and complete encounter form for the Physician)
- Answer all phone calls and return messages within 24 hours, and when necessary, work with providers to respond in a timely manner.
- Maintains sample medication records.
- If necessary, administer medications (Tylenol) per physician and/or provider’s order.
- Care coordination with hospital, ER, consulting physicians, community resources whenever appropriate
- Develop relationships with patients as an integral member of team.
- Provide follow-up contact with patient as indicated to ensure compliance with recommendations – medications, lab/x-ray, specialist visits, dieticians, CDE, etc.
- Responsible for being available to provide telephone advice per protocol, handle urgent calls and emergent calls.
- Anticipate the needs of this patient population, seeing that necessary documentation and pre-visit planning is completed or requested before patient visit.
- Maintains strict confidentiality.
- Lab duties as specified.
- Conduct rapid swab testing (COVID-19, FLU, STREP, RSV)
- Prepping and administering Immunizations
- Treats staff, physicians, visitors, and patients with dignity and respect
- Participates in professional development activities.
- Other duties as assigned.
SKILLS:
- Knowledge of medical practice and care of patients
- Knowledge and ability to assist with examination, diagnostic and treatment procedures.
- Knowledge of medical equipment and instruments
- Knowledge of common safety hazards
- Ability to take vital signs.
- Skill in developing and maintaining clinical quality assurance.
- Ability to interpret, adapt and apply guidelines and procedures.
- Demonstrates a learning attitude toward solving problems – able to identify and resolve problems.
- Ability to maintain medical records.
- Ability to multi-task
- Ability to work well under pressure.
- Ability to use good reasoning and judgment.
- Ability to establish and maintain effective working relationships with patients, medical staff, coworkers and the public.
- Demonstrates customer service skills to provide exceptional patient and family experience.
- Ability to work with peers in a team situation.
- Takes initiative to help others.
- Ability to read, write, and communicate effectively orally and in writing.
- Knowledge of basic arithmetic
- Proficient in computer skills for documentation and work-related purposes.
- Assistants will need to become familiar with EHR computer software, including maintaining EHR security and analyzing electronic data, to improve healthcare information.
PHYSICAL DEMAND REQUIREMENTS:
- Stand for extended periods of time with the ability to push, pull, and reach.
- Occasionally bend, sit, stoop and stretch.
- Have full range of motion, including handling and lifting patients.
- Have hand-eye coordination and manual dexterity needed to operate a keyboard, photocopier, telephone, fax, and medical equipment.
- Occasionally lift and carry up to 50 lbs.
- Proficient in the operation of a computer keyboard
QUALIFICATIONS:
- High School graduate or GED and current state Medical Assistant certification (preferred).
- Minimum of one (1) year medical experience in a physician’s office or equivalent combination of training and experience
- Experience in Primary Care with this population is highly desirable.
- Supports practice mission, vision and goals.
- Bilingual Spanish may be preferred.
- Up to date with required vaccinations
St. Petersburg Pediatrics is a Drug Free Workplace
Job Types: Full-time, Part-time
Salary: $15.00 - $17.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Medical specialties:
- Pediatrics
Schedule:
- Afternoon shift
- Day shift
- Monday to Friday
- Rotating weekends
Work setting:
Medical office Ability to commute/relocate:
- Saint Petersburg, FL: Reliably commute or planning to relocate before starting work (Required)
Title: Medical Document Scanner
Reports Directly To: Office Manager
OVERVIEW:
St. Petersburg Pediatrics is looking for a medical document scanner. Scanners are responsible for scanning documents, images, and other materials into digital files. They use specialized equipment to capture these items in high resolution so that they can be easily accessed later.
Scanners may work independently or as part of a larger team. Regardless of their role, they must have strong attention to detail and excellent organizational skills. It’s also important that they have a solid understanding of the software used to process scanned materials—this allows them to complete their assigned tasks quickly and accurately.
RESPONSIBILITIES:
- Scanning documents into electronic format or filing paper documents into storage systems.
- Entering data into computer databases and maintaining records of stored files.
- Reviewing documents for accuracy and ensuring they are ready to be filed.
- Maintaining an inventory of paper stocks and supplies used for scanning.
- Maintaining security of confidential information by following data security procedures.
- Reviewing documents for scanning errors.
- Other duties as assigned.
SKILLS:
- Effective communication skills
- Basic computer skills.
- Creative problem-solving skills.
- Work independently.
- Organization.
- Multitasking.
QUALIFICATIONS:
- High School graduate or GED.
- Supports practice mission, vision and goals.
St. Petersburg Pediatrics is a Drug Free Workplace
Job Type: Full-time
Salary: From $12.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- 1 year office experience preferred
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Saint Petersburg, FL 33713: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
