Care Team Patient Services Representative
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About The Position
The Care Team Patient Services Representative at Martin's Point Health Care plays a crucial role in delivering exceptional service to both patients and staff. This position requires collaboration with all members of the care team to ensure that patient needs are met efficiently and effectively. The representative is responsible for answering all Care Team phone calls within established quality metrics, supporting various other Care Teams as needed to maintain high standards of service. Key responsibilities include managing phone queues, handling appointment cancellations and rescheduling, and directing calls to the appropriate departments to expedite patient care. Additionally, the representative performs telephone triage according to established protocols and assists with various administrative tasks related to patient services. In this role, the representative will manage desktop activities, schedule and reschedule patient appointments, and provide phone support to both internal and external customers. They will coordinate new patient management by distributing packets, maintaining records, and conducting initial screenings. Following standard processes related to clinical activities, such as medication refills and lab reporting, is essential. The representative will also be responsible for reporting lab results as delegated, responding to patient requests through various channels, and tracking patient issues in collaboration with clinical support. The position requires participation in process improvement activities, conducting patient check-in and check-out, collecting copays and outstanding balances, and contributing to team meetings aimed at improving workflows and patient outcomes. The representative may also document and refill medications based on guidance from the Patient Knowledge Coupler (PKC) at certain sites. This role is vital in ensuring that patients receive timely and accurate information and support throughout their healthcare journey.
