Patient Rescheduling Representative

RadNet•Ballenger Creek, MD

29d

About The Position

Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNet’s success is its people with the commitment to a better healthcare experience. When you join RadNet as our Patient Rescheduling Representative, you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators achieve the best clinical outcomes. JOB SUMMARY The Patient Rescheduling Representative plays a crucial role in the patient communication process for the Authorization Team. The representative will serve as the liaison between our patients and the Authorization Team, handling all rescheduling/cancellation calls to our patients, as well as receiving incoming patient rescheduling inquiries. This role will require superior customer service skills, and the ability to navigate and de-escalate challenging situations. The Patient Rescheduling Representative will be an effective communicator, providing accurate information to our patients and successfully answering their inquiries. The Patient Rescheduling Representative is part of a dynamic team that delivers an exceptional patient experience through superior customer service, empathy, and patience.

Requirements

High School Diploma or equivalent required.
Ability to handle inbound and outbound phone calls in the English language fluently.
Knowledge and ability to navigate office equipment (such as computer) and understand computer applications such as Word, Excel, Outlook and webchat.
Ability to scan and label documentation into a patient’s chart.
Strong interpersonal skills.

Nice To Haves

Bachelor’s degree in business, healthcare, or a related field preferred.
Previous experience in a phone and/or customer experience/support role preferred.
Previous experience working on authorizations or in radiology preferred.

Responsibilities

Monitor assigned rescheduling worklist and ensure patient contact within designated rescheduling time frame, utilizing all tools and required methods of communication.
Take ownership of assigned accounts, perform necessary rescheduling follow-up, and understand when the account has been worked to its furthest extent.
Review and follow rescheduling/cancellation instructions and authorization timelines, confidently relaying pertinent information to our patients, offering self-pay options and following cancellation protocols.
Ensure all incoming patient inquiries are solved for and determine when escalation is needed.
Investigate accounts requiring scheduling updates due to exam changes and appropriately reschedule appointments.
Ability to de-escalate challenging rescheduling situations with little to no guidance.
Demonstrate superior customer-service skills, empathy, and patience while adhering to rescheduling/cancellation protocols.
Maintain departmental Quality Index (QI) and productivity standards.
Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
Follows OSHA regulations, RadNet and site protocols, policies and procedures.
Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.