Patient Service Representative

Summit Health•Murray, KY

About The Position

Why VillageMD? At VillageMD, we are looking for a Patient Services Representative for our call center to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we have partnered with many of today's best primary care physicians. We are equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results. We are creating care that is more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we are looking for individuals who share our sense of premier service excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning. Could this be you? In this role you will offer inbound and outbound phone support using telephony and EMR system(s). The ideal candidate has experience in a contact center environment and can understand the needs of others to meet those needs with great service and operational processing accuracy. Knowledge of the healthcare industry including clinical terminology, insurance, medical billing processes, and EMR/HIN systems preferred but not required. The ability to have premier service interactions with patients is critical to success in this role, in addition to processing with operational accuracy and excellence.

Requirements

High school diploma or GED
1+ year of experience working in a fast paced, high growth call center
Excellent telephone etiquette
Skilled in basic computer operations and EMR
A “people-first” attitude and premier customer service DNA
A genuine excitement to help patients and process with operational excellence
A problem solver who can confidently troubleshoot and investigate to answer questions or resolve complaints
Confident with system processing and an attention to detail making updates
Communication: speaks clearly, listens and gains clarification when needed, and responds well to questions
Adaptability: handles frequent or unexpected changes with a positive attitude
Self-motivated: energetic, self-starter; can work autonomously
Ability to put yourself in patients’ shoes and advocate for them when necessary
Results oriented: bias for action; demonstrated record of accomplishment of achievement; drive for attainment of superior outcomes
Flexible: able to navigate within ambiguity; solution-oriented communication; conveys thoughts and expresses ideas effectively both verbally and in writing; strong presentation skills
Collaboration: orientation to team-based work product and results
Service: Actively supports others, demonstrates an optimistic, can-do approach to issue resolution
Humility: low ego; engenders trust; respectful

Nice To Haves

Service center excellence
Experience in the medical or health insurance field preferred
Bilingual in English and Spanish preferred

Responsibilities

Answer all phone calls in a patient, empathetic, and passionately communicative manner
Consistently process requests with the absolute highest degree of operational accuracy
Deliver on a commitment to solve problems with patience and understanding, providing knowledgeable and thoughtful service to exceed expectations
Schedule appointments and demonstrate active listening to identify and analyze client problems, providing information and solutions in a timely manner
Communicate effectively, including appointment details, insurance information, and medical questions via telephone, email, and chat
Ensure that all barriers to care (such as language, transportation restrictions, or financial needs) are addressed
Collect and update new patient’s demographic and insurance information
Provide clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patient’s electronic health records
Follow organizational guidelines regarding the use of the Electronic Medical Record (EMR) in compliance with HIPAA and patient confidentiality standards
Maintain access to the Health Information Exchange (HIN) and other related systems
Use HIN and other related systems to gather information needed to coordinate care and keep patients’ electronic health records up to date with the status of care that is being coordinated
Maintain surveillance ticklers and/or works with Health Information Technology to proactively identify the need for patient care
Navigate patient to care, as assigned