Patient Service Representative - Call Center | Part-Time

Wills Eye Hospital•Philadelphia, PA

13d

About The Position

Wills Eye Hospital is hiring a part-time Patient Service Representative for its Call Center in Philadelphia, Pennsylvania. The role communicates with patients by telephone to schedule primary care appointments, including preventative screenings and routine office visits, and to provide accurate, prompt, and courteous service. The position is 16 hours per week, typically Mondays and Tuesdays from 7:45 AM to 4:15 PM. Some schedule flexibility may be needed to provide coverage during periods such as summer vacations, depending on staffing needs. The posting states that remote work may be possible after two weeks of training, but also states that Wills Eye does not offer remote positions. The representative answers and makes calls, documents information for insurance verification, registration, and billing in the Electronic Medical Record (EMR), and communicates with patients, physicians, and departments about appointment-related matters. The role supports a positive patient experience and contributes to high-quality ophthalmic care in a fast-paced clinical environment.

Requirements

High school diploma or GED.
1 to 3 years of healthcare scheduling experience.
Two years of customer service experience.
Excellent customer service skills and the ability to communicate courteously by phone with patients, physician office staff, and colleagues.
Proficiency with MS Office Suite.
Knowledge of exceptional customer service principles and the basics of healthcare appointment scheduling and insurance verification.
Ability to provide excellent, timely customer service to patients and physician office staff.
Ability to answer patient and physician office questions accurately, schedule primary care appointments, and verify and enter demographic and insurance information in EMR systems.
Strong attention to detail.

Nice To Haves

Familiarity with NextGen EMR.
Bilingual English/Spanish communication skills.

Responsibilities

Promptly answer incoming calls to schedule patient appointments and make outbound calls when follow-up is needed.
Process and document information required for insurance verification, registration, and billing in the EMR system.
Provide superior customer service to internal and external customers and help facilitate the smooth flow of patient phone calls.
Communicate with patients, physicians, and other departments regarding delays or issues relating to patient appointments.
Meet team metric standards and expectations.
Accurately schedule primary care appointments and obtain and enter patient demographic and insurance information, including patient financial expectations.