Service Agent

The Service Agent provides excellent experience for patients and providers by fielding and responding to their requests. They help keep provider schedules full and optimized, and guide patients through the intake process. They also ensure all patients are matched appropriately to a provider, and take care of administrative tasks like faxes, emails, and authorizations.

You will:

• Answer incoming inquiries from patients, answer questions, and schedule appointments
• Make outbound phone calls to patients, pharmacies, and insurance companies
• Create and triage tickets in ServiceNow
• Ensure that providers are scheduled for best use of time
• Schedule appointments as needed in eClinicalWorks
• Support clinicians via Microsoft Teams Chat to:
  • Schedule patient follow-up appointments
  • Reach out to patients who are late to tele visits
  • Send referral information to patients
  • Send discharge letters
• Monitor and complete tickets in ServiceNow to:
  • Inform patients of insurance benefits
  • Respond to patient inquiries
  • Add copies of insurance cards/IDs to patient documents
  • Troubleshoot minor technological issues or escalate them to our helpdesk

You have:

• Strong written and verbal communication skills
• Excellent customer service skills
• Ability to multitask while maintaining accuracy
• Enjoy working in team-based environment

Must have:

• Experience providing phone, email and chat-based customer service
• Experience answering phones and multitasking in a fast-paced environment
• Experience scheduling appointments
• Medical Reception experience and experience using an Electronic Health Record (EHR) is a plus, but not required
• Microsoft Office (M365), plus if you have worked with Microsoft Teams