Position Summary Schedules and registers Medical Faculty Associates, Inc. ( MFA ) patients while providing effective customer service to all callers. Provides detailed information about the Department of Medicine in addition to general information regarding the entire MFA. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned. Manage new patient referrals and appointments. Obtain all pertinent information to ensure optimal care coordination (medical records, test results, referrals, copays). Ensure that all new patients are well prepared for their first visit. Review department schedules ensure appropriateness of scheduled appointments, and back fill open slots Routes calls or messages to appropriate clinical teams for proper triage. Initiates prescription refill requests as needed. Schedules, coordinates, and reconciles all clinical telehealth appointment. Performs virtual and electronic patient registration and insurance verification. Use video-conferencing technologies, telehealth technology and scheduling software to coordinate and connect staff, resources, patients, and providers in the manner effective to delivery of services, patient care, education, and training. Accurate creation and direction of tasks to the appropriate individual, to include admins, teams, providers, etc. Perform all registration for new patients and updates registration information for established patients. Assess and process medication refill request with adherence to current processes. Provides patient instructions verbally or in writing when necessary for patient to prepare for appointment. Respond to customer inquiries at the organizational level. Demonstrates effective call handling, including upset/dissatisfied customers. Appropriately identify and escalate priority issues. Qualifications Education High school graduate or equivalent required; two years of college is preferred. Knowledge of medical terminology or completion of medical terminology course is desired. Experience Internal Candidates : A minimum of two years work experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic, or healthcare call center. Must have a minimum of 2 years call center experience. Experience utilizing a web-based computerized system for scheduling and Microsoft Office programs, Word and Excel, is required. Typing speed at a minimum of 45 WPM is required. External Candidates: 3-4 years work experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic, or healthcare call center. Experience utilizing a web-based computerized system for scheduling and Microsoft Office programs, Outlook, Word and Excel, is required. Customer service experience is required; high volume contact center experience is desired. Must have working knowledge of insurance, processing prescription requests, referral intake, etc. and possess developed problem solving skills. Typing speed at a minimum of 45 WPM is required.