Patient Experience Representative- Infusion

Dent Neurologic Group LLP•Town of Amherst, NY

3h•$17 - $19•Onsite

About The Position

Dent Neurologic Institute is committed to excellence in all we do. Our culture is built on 4 key pillars: respect, quality, productivity, and well-being. By remaining dedicated to these values and the overall mission, we are dedicated to making a difference for both patients and colleagues. The Patient Experience Representative for the Infusion center is responsible for providing excellent customer service by answering calls, providing information to referring offices, insurance companies, and patients in a professional manner while maintaining strict confidentiality of patient information.

Requirements

High School Diploma or GED

Responsibilities

Provide excellent customer service in all interactions with patients, clinical support staff, management, and providers
Demonstrate the ability to work well with high call volumes
Represents the Dent by displaying a respectful and caring manner with patients and their families. Independently problem solves and utilizes resources to obtain patient information when patient is unable to communicate. Maintains confidentiality of patient information.
Interacts calmly, respectfully and in a friendly manner with other representatives of services at the Dent. Refers patients to proper resources for Dent policies such as billing and or financial support.
Demonstrate the ability to accept responsibility for appropriate conduct within the office setting and with other department associates by professional interactions with other
Demonstrates a thorough understanding of Infusion Center policies and procedures as outlined in the training manual
Transfer telephone calls to appropriate locations, departments and personnel within the organization
Work with referring provider offices to schedule patients in a timely and accurate manner, to meet both patient and provider needs
Create and update patient accounts with demographic and insurance information
Confirm and cancel patient appointments for all specialties and multiple ancillary services
Possess an understanding and knowledge of subspecialty and individual provider scheduling protocols and guidelines
Possess an understanding of injection scheduling protocols and guidelines including when prior authorization is needed
Possess an understanding of insurance participation, co-pays, and deductibles
Maintain strict confidentiality of all patient information
Completes clerical duties in a time efficient manner as set forth by the Manager
Functions as a member of the health care team related to patient care by interactions and cooperation with physicians and other health care professionals
Meet or exceed key performance indicators
Meet or exceed expectations for tone, accuracy, call volumes, response times, and average durations
Meet or exceed expectations on monthly call grading
Actively participate in ongoing training and development in a professional manner.
Reports errors or problems in a timely and professional manner so that appropriate action may be taken for patient care
Performs other duties as assigned or requested. May include but not limited to: Will maintain faxes that arrive on a daily basis and distribute appropriately and in a timely manner, Provide patients with copay assistance information, Will assist in maintaining up to date filing of all scanned information.