Patient Communications Representative

Tenet Healthcare Corporation•Marietta, GA

About The Position

The Patient Communications Representative assists patients with scheduling, inquiries, and related matters, while providing internal customer service by ensuring phone calls are managed appropriately. The role focuses on positive patient interactions, accurate appointment scheduling and information, efficient call routing, timely follow-up, confidentiality, and accurate use of the practice management system. Duties and responsibilities may be added, deleted, or changed at management’s discretion.

Requirements

High school diploma or equivalent.
Follow the assigned work schedule and hours.
Maintain patient confidentiality and adhere to office policies and procedures.

Nice To Haves

Prior call center experience.
One year of experience in patient registration or related areas in a medical group practice.
Two years of experience in a healthcare setting.

Responsibilities

Provide a remarkable patient experience through positive telephone interactions and minimal errors when working with patients.
Schedule patients at Marietta Eye Clinic locations in accordance with departmental guidelines and expectations.
Accurately schedule, reschedule, cancel, and confirm appointments and classifications with minimal errors.
Route incoming calls effectively and accurately.
Provide accurate information about appointment scheduling, cancellations, rescheduling, and confirmations.
Follow up with patients promptly regarding inquiries, referrals, and voicemail messages, as outlined by departmental expectations.
Monitor the appointment queue and prioritize tasks to support scheduling goals.
Educate patients accurately about secure patient portal services and policies.
Maintain a sincere, enthusiastic, and courteous telephone manner.
Maintain patient confidentiality.
Handle team conflict professionally in accordance with company policies and procedures.
Communicate patient-related problems to management within a reasonable time.
Document messages and create tasks for Triage/Technician-On-Call (TOC) when needed.
Contact a physician or technician to obtain approval for work-in or schedule-override appointments as needed.
Enter patient demographics and insurance information into the practice management system, including name, address, insurance, email, telephone numbers, and primary and referring physician information.
Advise patients of special instructions and directions to the clinic.
Demonstrate proficiency in the current practice management system for registration, checkout, medical record requests, insurance matrix utilization, chart note documentation, and TOC documentation.
Maintain a clean and uncluttered reception and front office area.
Follow office policies outlined in the Employee Handbook.
Review emails daily and change protocols as directed through email and other electronic communications.
Follow the assigned work schedule and hours.
Participate in staff development through morning huddles, staff meetings, continuing education courses, assisting team members, evaluations, and constructive daily problem-solving and conflict resolution.
Perform other related duties as assigned.