Aylo Health

Outbound Patient Services Representative

Clinical Support & Patient AdministrationUpdated on Nov 10

Full-timeMcDonough, GA, USANo salary listedIn-person

About the Job

Requirements

High school graduation or equivalent is required.
At least 3 years of contact center or customer service experience is required.
Entry-level working knowledge of Microsoft Office Suite, including Outlook and Microsoft Word, is required.
The role requires the ability to sit and talk for extended periods, up to 8 hours at a time.
The role requires continual finger use for telephone operation, writing, and computer entry, and the ability to hear normal conversation by phone.

Responsibilities

Make outbound patient calls to schedule a variety of medical appointments each day while providing quality patient care and customer service.
Interact with callers promptly, pleasantly, and helpfully.
Determine callers’ needs and provide instructions or directions as needed.
Schedule or reschedule appointments for patient office visits and procedures.
Collaborate with different offices to resolve patient or caller issues.
Provide callers with accurate information, including addresses and provider information.
Coordinate urgent patient requests and report problems or irregularities to the Contact Center Leader.
Collect and record accurate patient information in the customer relationship management system.
Assist callers with questions about patient appointments or cancellation requests.
Meet or exceed quality and productivity standards set by the Contact Center Leader.
Answer emails and voicemails in a timely and efficient manner.
Participate in staff meetings as directed by the Call Center Leader.
Follow and promote Health Insurance Portability and Accountability Act compliance and maintain strict confidentiality of patient information.
Communicate professionally with patients, coworkers, and physicians by telephone, email, and in person.
Interpret and apply clinical and non-clinical policies and procedures.
Perform other duties and special projects as assigned.

Desired Qualifications

Contact center experience in a healthcare setting is preferred.
Remote work experience is preferred.
Previous experience with eClinicalWorks electronic medical records software is a plus.

At Aylo Health, we work together to enrich the health and well-being of every life we touch. Our mission is to make quality healthcare simple and convenient. Because healthy people can do amazing things!

We offer a work environment that values the creation of lifelong relationships, while also providing opportunities for growth and career development. We strive to care for each other with the same passion with which we care for our patients. Aylo Health offers competitive pay to team members who provide high-quality care, while delivering an exceptional patient experience.

JOB SUMMARY:

The Outbound Appointment Setting Navigator (Base and Bonus) is responsible for driving best in class experience with callers through our different modes of communication that represents the Aylo brand. The PCN will also be responsible for performing other essential functions.

ESSENTIAL FUNCTIONS:

Makes outbound patient calls in an effort to set a variety of medical appointments per day while providing a high level of quality patient care and customer service at all times
Interacts with callers in a prompt, pleasant, and helpful manner
Determines needs of callers and provides instructions/directions as needed
Schedules and/or reschedules appointments for patient office visits and procedures
Collaborate with different offices to drive resolution for patient/caller
Supplies callers with adequate and accurate information such as addresses and provider information
Coordinates urgent patient requests, reports problems or irregularities to Contact Center Leader
Collects and records accurate patient information in CRM
Assist callers with questions regarding patient appointments or cancellation requests
Meets or exceeds quality and productivity standards as set by the Contact Center Leader
Answers emails and voicemails in a timely and efficient manner
Participates in staff meetings as directed by the Call Center Leader
Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information
Display a professional, outgoing, warm and helpful attitude when communicating with patients, co-workers, and physicians
Communicate clearly with patients and coworkers through the telephone, email, and in-person
Interpret and apply clinical and non-clinical policies and procedures
Any other duties and/or special projects as assigned

QUALIFICATIONS REQUIRED:

High School graduate or equivalent required
3+ years of Contact Center or Customer Service experience required
Entry level working knowledge of Microsoft Office Suite required (Outlook and MS Word)
Contact Center experience in a healthcare setting preferred
Remote experience preferred
Previous experience with eClinical Works electronic medical records software a plus
Ability to sit and talk for extended periods of time (up to 8 hours at time)
Ability to continually use of fingers for operating telephone, writing and computer entry and hear normal conversation by phone

BENEFITS:

Medical insurance with prescription drug coverage
Dental insurance
Vision insurance
Company-paid child care
Company-paid basic life insurance
401(k) with company match
Dependent Care Flexible Spending Account
Healthcare Flexible Spending Account

Aylo Health is an Equal Opportunity Employer

About the Company

Aylo Health

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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