Patient Services Rep MA

Dignity Health Medical Group•Phoenix, AZ

About The Position

Dignity Health Medical Group (DHMG) is the employed physician group of Dignity Health Arizona, employing approximately 200 providers and 500 support staff across a wide variety of specialties. DHMG has experienced significant growth, now offering over 73 subspecialty services. Physicians contribute to clinical services, academic, research, and leadership roles, and DHMG is involved in educating future healthcare providers with 84 medical students and approximately 200 residents and fellows in 25 academic programs. Research complements clinical services to enhance medical education. DHMG's mission aligns with Dignity Health's mission and St. Joseph's guiding principles, emphasizing innovative clinical care and scholarly excellence. As part of the Dignity Health hospital system, DHMG has full access to hospital staff and facilities, enabling state-of-the-art patient services, including care for the underserved. The campus is tobacco-free.

Requirements

Must reside in Arizona or Nevada
High School Graduate or Satisfactory completion of a formal Medical Assistant program or military training that is equivalent to an accredited Medical Assistant program.
Minimum of two (2) years experience in a patient-focused healthcare environment
High volume multichannel contact center experience.
Experience with computer systems, including office windows-based programs and web-based applications.

Nice To Haves

Certified Medical Assistant AAMA, upon hire

Responsibilities

Manage phone customer service, distribute communications, and handle patient information such as demographics, insurance verification, and appointment scheduling.
Process referrals, authorizations, pre-registrations, and other clerical tasks.
Schedule and register patient appointments and/or provide information for other requests.
Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
Train and handle onboarding of new members to departmental standard operating processes, explanation of available services, tools, resources, and availability of providers.
Update patients on the status of their referral or authorizations.
Answer, screen, and process a high volume of incoming calls in a professional manner.
Direct patient access to the practice by scheduling and canceling patient appointments for multiple providers.
Utilize and adhere to a phone script, clinical decision trees and scheduling criteria following department guidelines.
Use independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.