Patient Service Representative Contact Center - FT - Remote

Thundermist Health Center • Woonsocket, RI

91d

About The Position

The Call Center is a centralized unit which exists to respond to incoming calls to a multiple site community health center. The Patient Service Representative is required to provide efficient customer service by responding to/handling incoming telephone calls.

Requirements

• High School Diploma or G.E.D.
• Strong written and verbal communication skills.
• Professional telephone etiquette; ability to demonstrate and maintain professional customer service skills including empathy, patience and courtesy.
• Must be able to work independently and with minimal supervision.
• Must be able to perform telephone and computer tasks with appropriate speed and accuracy.
• Must be able to multi-task (i.e., accurately research and document call while speaking on the telephone).
• Must be able to develop and maintain cooperative and courteous working relationships with staff throughout the organization.
• Ability to analyze complex provider schedules and workflows.
• Ability to meet performance standards of a fast-paced call center.

Nice To Haves

• Bi-lingual capability preferred.
• Prior experience working in a medical/clinical setting.
• Prior customer service experience.
• Prior experience as a medical receptionist or medical assistant.
• Familiarity with medical terminology.

Responsibilities

• Answer incoming telephone calls in a fast-paced call center environment.
• Schedule, cancel, and reschedule patient appointments as necessary, according to clinical protocols and department workflows, using eClinicalWorks (eCW) scheduling software.
• Assess root cause of the inquiry to provide first call resolution.
• Determine which calls are appropriate for referral to clinical staff.
• Interact with clinical staff (i.e. Nurses, Medical Assistants, etc.) via telephone and instant messaging.
• Research patient specific clinical information within the Electronic Medical Record (EMR) (i.e., related to prior visits, referrals, lab tests, diagnostic tests, etc.).
• Fax/refax test orders to testing facilities as requested.
• Send electronic messages (telephone encounters) to clinical staff according to workflows.
• Mail welcome letters and appointment cards to new patients.
• Follow clinical protocols by asking pertinent questions to collect patient data/information.
• Recognize an emergent situation and triage call to appropriate clinical department.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees