- Answer all calls through appropriate call queues
- Resolve all questions from callers and/or route call to appropriate site/department
- Complete all documentation in EMR and marketing systems related to calls
- Complete initial prescreening and make determination of appropriateness for scheduling based on exclusionary guidelines
- Schedule new and returning patients appropriately in EMR system
- Complete follow-up duties necessary to resolve all outstanding issues, and complete scheduling of LOCA for new/returning patients
- Complete outbound call duties – related to calls and/or assigned tasks (voicemails, faxes, web submissions, team email monitoring)
- Maintain performance as related to KPIs and performance/quality review measures
Customer serviceDocumentation