Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

Kettering Health Medical Group

• Kettering Health Medical Group, formerly known as Kettering Physician Network, employs more than 700 providers, including physicians and advanced practice providers, throughout the Greater-Dayton and Cincinnati areas.
• Offering an extensive range of specialties and expertise, our physician practices provide comprehensive care at more than 200 locations and ten counties.
• Our services include heart & vascular, orthopedics, sports medicine, primary care, and urology.

• Provides excellent customer service to all callers.
• Handles all incoming telephone calls from patients, makes appointments, and answers general
questions and inquiries.
• Makes outgoing calls to patients to schedule appointments or convey information, as needed.
• Uses computer systems to refer to existing patient information or set up new patients in the
scheduling tool. Provides the patient with available timeslots
• Communicates all add-ons, delays, cancellations, and “no-shows” to Physician Schedulers.
• Interacts with patients by answering questions, and providing information
• Provides support to patients in distress by responding and escalating to clinic leadership.
• Responsible for inputting very detailed information on the patient using a variety of computer screens.
• After completion of the call and input of the patient information, representative checks records
verifying the details entered and adds any additional notes that may be necessary.
• Explains all current fees and patient financial responsibility and informs patient of payment required for existing balances due at or before next appointment.
• Provides information to callers on practice policies and procedures such as what is required following physician template, using proper encounter codes, in preparation for appointment (insurance, id, etc.).
• Schedules to ensure efficient patient flow based on predetermined appointment availability.
• Secures patient information and maintains patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding, and keeping patient information confidential.
• Receives, directs, and relays telephone and fax messages.
• Responds to calls efficiently, not putting time savings before quality of service.
• Monitors and works items in various Work Queues, as assigned.