Call Center/ Patient Service Representative

Henry J Austin Health Center • Trenton, NJ

267d

About The Position

Henry J. Austin Health Center delivers person-centered, high-quality health care. Working with our community partners, our exceptional team provides trauma-informed, holistic care to maximize individuals' strengths and abilities to achieve optimal health and well-being. This position requires excellent communications and customer service skills, and is responsible for professionally responding to telephone inquiries to the Call Center from patients seeking health services provided by Henry J. Austin Health Center, and for front desk registration of patients for healthcare services. Representatives in the Call Center are responsible for solving problems and educating callers about our member health programs and procedures. Front Desk Patient Representatives are responsible for maintaining accurate and efficient patient registration, including accurate collection of payments and accurate and complete insurance information collection, and comprehensive patient enrollment and registration into other programs, such as Medicaid and Uncompensated Care which provide for patient healthcare needs. Patient Representatives ensure a seamless patient transition from the front desk to the clinical departments. This position requires employee to be cross-trained and to be able to perform either function in the Call Center or at the Front Desk based on company needs.

Requirements

• Graduation with proof of high school diploma or possession of an approved high school equivalency certificate required.
• A two-year college degree or other post-secondary education and/or training preferred.
• Employee must pass the presumptive eligibility NJ state exam (Medicaid enrollment exam) within the first year of employment.
• Exam preparation class is provided by the State of New Jersey with paid time off by HJAHC to attend a required training class.

Nice To Haves

• Bi-lingual Spanish preferred (may be required as indicated by job notice).

Responsibilities

• Promptly answers, screens, and processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
• Provides information on Henry J. Austin's customers' programs, policies, and procedures.
• Collects and enters patient intake information into the appropriate medical service software system to initiate the transaction.
• Refers patients to the Henry J. Austin nursing team for triage and medical advice.
• Utilizes automated computer software to schedule appointments, and effectively communicate such information to the appropriate party per established protocols.
• Participates in internal and external educational opportunities relevant to the call center or customer service environment.
• Meets outlined Henry J. Austin quality benchmarks and/or quality indicators as monitored through audits or recordings.
• Supports organizational changes by demonstrating flexibility in providing coverage and/or availability for the call center or front desk patient registration.
• Manages cash and efficient processing of co-pays. Ensures accuracy with insurance verification procedures.
• Facilitates interoffice team communication with respectful and constructive problem solving.
• Maintains a working knowledge of all Provider clinical schedules, call and leave schedules.
• Efficiently uses, monitors and maintains data from EHS modules including, but not limited to, Scheduling and Patient Registration.
• Tolerates frequent work interruptions, organizes work and resets priorities in order to complete work responsibilities in a timely manner.
• Meets Henry J. Austin incentive standards in all categories on a quarterly basis.
• Demonstrates effective problem solving skills.
• Performs other duties and assumes other responsibilities as apparent and/or as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED
• Number of Employees: 101-250 employees