Call Center Representative

Reiter, Hill & Johnson is seeking a full-time Call Center Representative for our Chevy Chase, MD location. This role will be responsible for greeting, registering and scheduling patients while working closely with practice providers and staff to ensure an exceptional patient experience. Reiter, Hill & Johnson has 3 office locations in Chevy Chase, MD, Falls Church, VA, and Washington, D.C. The hours for this role would be a Monday-Friday position with the hours of 7:45 a.m.- 4:30 p.m.

Job Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Serves patients by greeting and helping them on the telephone, scheduling appointments, and maintaining records and accounts.

• Welcomes patients and visitors on the telephone; serves as the first touchpoint between the patient and the practice.

• Performs all registration (or verifies mobile registration) for new patients and updates registration information for established patients.

• Demonstrates effective handling of patient situations, including upset/dissatisfied customers, and works with other teams as needed to efficiently and effectively resolve customer needs.

• Optimizes patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone following established scheduling guidelines.

• Comforts patients by anticipating patients' anxieties, and answering patients' questions.

• Manages high volume of inbound and outbound calls in a timely manner.

• Identifies customers' needs, clarifies information, researches issues and provides solutions and/or alternatives.

• Maintains proper message documentation of patients' requests and forwards to the appropriate party.

• Reads, understands and responds to all incoming Portal messages via Athena EMR system.

• Reads and files all incoming referrals for potential new patients along with performing outreach calls to provide an appointment.

• Builds sustainable relationships and engages customers by taking the extra mile.

Qualifications:

• High school diploma or GED required; Associate's degree preferred.

• Minimum two (2) years of experience in a customer support role held in a medical/clinical office setting.

• Experience with EMR, computerized scheduling and registration systems including Athena, Greenway and Phreesia.

• Strong phone and verbal communication skills along with active listening.

• Customer focus and adaptability to different personality types.

• Ability to multitask, set priorities, and manage time effectively.

• Able to occasionally travel during the work week.

Benefits & Compensation:

• Health, Dental, and Vision Insurance

• Health Savings