Patient Service Representative

HEALTH WEST INC•Pocatello, ID

1d•Onsite

About The Position

Under general supervision, works in a centralized scheduling call center for all Health West Inc. clinics. Serves as a liaison between patient and medical support staff. The role involves scheduling appointments, handling patient inquiries, obtaining accurate demographic and insurance information, and managing sensitive patient data. The position requires excellent communication skills, the ability to multitask in a fast-paced call center environment, and a strong understanding of customer service principles within a healthcare setting.

Requirements

High School or GED required.
One year of experience in customer service and/or related clinical setting.
Working knowledge of medical terminology.
Knowledge of office procedures including operating a computer, fax, and photocopier.
Ability to communicate effectively on the telephone, email and other forms of communication with patients and staff.
Ability to handle a "call center" setting: work quickly and multi-task.
Ability to exercise good judgment to handle calls appropriately.
Ability to establish and maintain effective working relationships with patients, employees, providers and the public.
Ability to demonstrate good customer service.
Manual dexterity sufficient to operate keyboard and type 30 wpm.
Vision must be 20/20 and hearing must be in the normal range for telephone contacts.
Ability to relate to all individuals.

Nice To Haves

Associate's Degree or related healthcare certification preferred.
Bilingual in Spanish helpful.

Responsibilities

Schedule appointments for patients.
Answer telephone promptly and in an accurate, efficient, polite and professional manner.
Uses an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
Obtain and enter accurate demographic information into Athena system (address, telephone number, insurance information including bringing over from previous system or self-pay status).
Schedule appointment correctly - review appointment date, time, location, and provider name with caller.
Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).
Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
Invite patient to utilize patient portal to pre-check in.
Remind caller of cancellation/no-show policy.
Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
Act as a liaison for the patients and Health West Inc.
Direct calls to other departments as needed.
Use sound judgment in handling calls, especially with upset patients.
Understanding of when to escalate calls to providers/clinic manager/triage nurse.
Make calls to reschedule appointments when necessary.
Meets and maintains department performance expectations.
Provide assistance with mailings and other projects as call volume permits.
Other reasonably related duties as assigned by supervisor or manager.