BIL Service Representative II

Position Overview

This role is responsible for handling all incoming telephone communications promptly and professionally to ensure patient safety. The position involves accurate scheduling, registration, and support for various hospital clinics, rehabilitation services, and departments. It requires close collaboration with healthcare team members to effectively address patient needs, driving satisfaction for both patients and physicians.

Core Responsibilities

• Respond to and direct telephone calls courteously, providing information by utilizing various directories to address callers' inquiries.
• Efficiently manage all emergency calls to ensure patient safety.
• Schedule and pre-register patients according to established policies, handling incoming and outgoing calls as well as physician referrals in a timely manner.
• Update and verify demographic information during scheduling to minimize errors in patient check-in and billing processes.
• Manage communications and requests from referring physicians to maintain high satisfaction among specialists and referrers.
• Maintain up-to-date knowledge to effectively respond to patient and staff requests, as well as handle phone calls and paging for smooth ambulatory clinic operations.
• Adhere strictly to department policies, using approved tools for consistent call handling and appointment triage to ensure correct provider scheduling.
• Exhibit excellent customer service and phone etiquette, meeting productivity standards to enhance patient and family satisfaction.
• Foster teamwork and positive relations within the workplace.
• Demonstrate commitment to personal and professional development for continuous staff growth.
• Perform clerical and administrative duties as needed to uphold program integrity.

Qualifications

• High School diploma, GED, Certificate of Completion, or an equivalent credential.
• At least three years of experience working in a medical office or clinic setting, with familiarity in medical terminology.
• Successful completion of a designated language assessment approved by Johns Hopkins Medicine prior to employment.
• Completion of mandatory training within 30 days after hiring.
• Strong verbal and written communication skills, including effective interpersonal and team collaboration abilities.
• Proficiency with computer systems and electronic medical records.
• Good visual and auditory capabilities necessary for operating standard office equipment.
• Ability to read, write, speak, and understand English fluently.