Pulmonary Associates of Richmond

Call Center Representative

• Answer incoming calls promptly while demonstrating excellent customer service skills
• Listen and ask probing questions to determine the reason for the call and then handle the call accordingly
• Schedule patient appointments for pulmonary and sleep
• Obtain and enter accurate demographic information into Allscripts
• Schedule appointment according to current policies
• Inform caller of arrival time, items to bring to appointment, cancellation policy, etc.
• Disseminate patient questions and refill requests via EMR to the MA/provider
• Provide basic information, guidance, and instructions to callers
• Distribute consultations and enter MD Coder
• Complete appointment requests made online
• Gather patient records for local hospital systems
• Assist with patient rescheduling as needed
• Assist with EMR indexing of incoming documents when/if needed
• Assist with EMR output queue when/if needed
• Assist with scheduling faxed and electronic new patient referrals
• Adhere to Pulmonary Associates’ standards of excellent customer service to patients, caregivers, providers, coworkers, and those outside of Pulmonary Associates always
• Adhere to HIPAA policies and procedures to protect patient privacy and security
• Perform other duties as assigned by provider, supervisor, or member of Administration

Call Center Specialist