Medical Front Office (Phone Triage)

Horizon Family Medicine is a division of the Raleigh-Durham Medical Group (RDMG) which is an organization comprised of several highly esteemed practices in the Raleigh & surrounding areas & provides the highest quality care to patients of all ages.

Job Summary:

Under general direction, the call center representative is responsible for scheduling office visits and responding to incoming calls from patients and outside providers.  

 Specific Job Description:

• Respond to inbound calls from patients for appointments with providers
• Triage inbound calls and messages from patients to appropriate locations
• Coordinates with clinical departments on schedule modifications.
• Responsible for obtaining complete and accurate clinical, demographic and financial information during the scheduling process.
• Creates/enters data in scheduling system or other applications.
• Maintains positive customer service at all times, referring unresolved issues to appropriate supervisor.
• Escalate non-routine issues to the practice manager or supervisor
• Perform other duties as assigned by the practice manager or supervisor.

 Knowledge, Skills, Abilities

• Advanced typing skills
• Demonstrated working knowledge of software/system/equipment.
• Ability to receive and express detailed information through oral and written communications
• Previous medical insurance knowledge preferred
• Builds and maintains collaborative relationships with both internal and external Clients that lead to more effective communication and a higher level of productivity and accuracy.
• This position requires high-level problem solving and analytical skills, technical accuracy, excellent communication skills and the highest ethical standards.

 Education / Experience

• High School Diploma or GED required.
• 1+ years administrative experience in medical facility, health insurance, or related area.
• 1+ years in Patient Access/Scheduling preferred.
• Some college coursework or course in Medical Terminology a plus!