Healthcare Phone Representative

Vintti is a specialized staffing agency that believes diversity is the catalyst for innovation. We connect US-based SMBs, startups, and firms with exceptional talent from Latin America, fostering a rich tapestry of cultural perspectives within American businesses. Our unique position allows us to handpick professionals who not only possess the required skills but also bring fresh ideas and global insights to the table. Vintti's services go beyond filling positions; we enrich company cultures and expand business horizons on an international scale.

A Healthcare Phone Representative plays an essential role in ensuring seamless communication between healthcare providers, patients, and insurance companies. This position involves handling inbound and outbound calls, addressing patient inquiries, scheduling appointments, processing insurance claims, and providing information about medical services and policies. The representative acts as a crucial liaison, offering empathetic support and accurate information while maintaining patient confidentiality and adhering to healthcare regulations. By delivering exceptional customer service, Healthcare Phone Representatives help improve patient satisfaction and streamline healthcare operations.

- High school diploma or equivalent; associate degree or higher in healthcare administration or related field preferred.
- Experience in a customer service role, preferably in a healthcare setting.
- Strong knowledge of medical terminology and healthcare procedures.
- Proficiency with healthcare management software and electronic health records (EHR) systems.
- Excellent communication and interpersonal skills.
- Strong organizational and time-management abilities.
- Ability to handle high call volumes and multi-task efficiently.
- Knowledge of HIPAA regulations and commitment to patient confidentiality.
- Basic understanding of insurance policies, billing processes, and authorizations.
- Problem-solving skills and ability to handle patient complaints professionally.
- Functional proficiency in using office equipment such as phone systems, fax machines, scanners, and printers.
- Ability to work in a team-oriented environment and collaborate with other departments.
- Must be detail-oriented and able to maintain accurate patient records.
- Patience and empathy in dealing with ill or distressed patients.
- Flexibility to adapt to changing protocols and regulations.
- Basic computer skills, including proficiency in email and Microsoft Office (Word, Excel, Outlook).
- Strong follow-up skills and the ability to track and manage referrals and patient appointments.
- Willingness to participate in continued education and training sessions.

- Answer incoming phone calls from patients, healthcare providers, and insurance companies.
- Schedule patient appointments and provide appointment reminders.
- Verify patient insurance information and obtain necessary authorizations.
- Update and maintain patient records in the healthcare management system.
- Assist patients with billing inquiries and process payments.
- Provide information about healthcare services, policies, and procedures.
- Triage urgent calls and direct them to the appropriate healthcare provider or department.
- Follow up on patient referrals and coordinate with specialist offices.
- Handle and resolve patient complaints and concerns in a professional manner.
- Conduct outbound calls to follow up on missed appointments or verify patient information.
- Communicate effectively with the healthcare team to relay important patient information.
- Prepare and send out appointment confirmations and reminders via email or SMS.
- Ensure compliance with HIPAA regulations and maintain patient confidentiality.
- Document all patient interactions and outcomes in the electronic health record (EHR) system.
- Assist with general administrative tasks such as faxing, scanning, and mailing medical documents.
- Participate in team meetings and training sessions to stay updated on protocols and procedures.
- Maintain knowledge of current healthcare regulations and updates.
- Collaborate with other departments to resolve any patient service issues.

The ideal candidate for the Healthcare Phone Representative position is a dedicated and empathetic professional with a strong commitment to patient care and confidentiality. They possess a high school diploma or equivalent, with a preference for candidates with an associate degree or higher in healthcare administration or a related field. With considerable experience in customer service, particularly within a healthcare setting, they bring a thorough understanding of medical terminology, healthcare procedures, insurance policies, and billing processes. Their proficiency with healthcare management software and electronic health record (EHR) systems is complemented by exceptional communication and interpersonal skills. This candidate excels in high-pressure environments, demonstrating strong organizational and time-management abilities alongside a meticulous attention to detail in maintaining accurate patient records. They handle high call volumes and multi-task efficiently while adhering strictly to HIPAA regulations, ensuring patient confidentiality at all times. A proactive problem-solver, they address patient complaints with professionalism and compassion, displaying a patient-centric mindset. Their collaborative nature allows them to work effectively within a team and across departments, while their flexibility and adaptability enable them to navigate changing protocols with ease. With a friendly demeanor, high emotional intelligence, and strong follow-up skills, they are committed to continuous learning and improvement, making them an invaluable asset to the healthcare team.

- Answer incoming phone calls from patients, healthcare providers, and insurance companies.
- Schedule patient appointments and provide appointment reminders.
- Verify patient insurance information and obtain necessary authorizations.
- Update and maintain patient records in the healthcare management system.
- Assist patients with billing inquiries and process payments.
- Provide information about healthcare services, policies, and procedures.
- Triage urgent calls and direct them to the appropriate healthcare provider or department.
- Follow up on patient referrals and coordinate with specialist offices.
- Handle and resolve patient complaints and concerns in a professional manner.
- Conduct outbound calls to follow up on missed appointments or verify patient information.
- Communicate effectively with the healthcare team to relay important patient information.
- Prepare and send out appointment confirmations and reminders via email or SMS.
- Ensure compliance with HIPAA regulations and maintain patient confidentiality.
- Document all patient interactions and outcomes in the electronic health record (EHR) system.
- Assist with general administrative tasks such as faxing, scanning, and mailing medical documents.
- Participate in team meetings and training sessions to stay updated on protocols and procedures.
- Maintain knowledge of current healthcare regulations and updates.
- Collaborate with other departments to resolve any patient service issues.

- Empathetic and patient-centric mindset
- Strong communication and listening skills
- Detail-oriented with high accuracy in record-keeping
- Ability to remain calm and professional under pressure
- High level of integrity and commitment to patient confidentiality
- Strong problem-solving and critical thinking skills
- Excellent organizational and multitasking capabilities
- Proactive and self-motivated with a strong work ethic
- Team-player attitude with the ability to collaborate effectively
- Flexible and adaptable to changes in protocols and procedures
- Positive and friendly demeanor
- High emotional intelligence and patience
- Dependable and punctual with a strong sense of responsibility
- Ability to handle sensitive situations with compassion and discretion

- Competitive salary range of $35,000 - $45,000 per year
- Comprehensive health, dental, and vision insurance plans
- 401(k) retirement plan with company match
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible work schedule options with remote work opportunities
- Employee assistance programs for personal and professional support
- Continuing education and career development opportunities
- Professional development and training programs
- Potential for advancement within the company
- Life and disability insurance coverage
- Convenient work location with accessible public transportation options
- Employee discounts on healthcare services
- Wellness programs promoting a healthy work-life balance
- Supportive and inclusive work environment
- Regular team-building and social events