Patient Services Rep
About The Position
As our Patient Services Professional, you will be the welcoming voice and central administrative support, ensuring seamless patient experiences and efficient clinic operations through diverse engagements. Every day, you will expertly manage phone customer service, distribute communications, and handle patient information like demographics, insurance verification, and appointment scheduling. You'll also process referrals, authorizations, pre-registrations, and other clerical tasks, adapting to clinic needs while responsibly handling sensitive data. To be successful in this role, you will possess exceptional communication, meticulous attention to detail, strong organizational skills, and system proficiency. Your proactive service, adaptability, and responsible handling of information are crucial for patient care and clinic goals.
Requirements
- Minimum High School Diploma or equivalent.
- Must be able to pass Contact Center Final Exam after completing the Contact Center training course.
- Experience with computer systems required, including web based applications.
- Demonstrated skills in customer service excellence including active listening, problem solving, and the ability to remain calm in emotional or stressful situations.
- Attention to detail, customer service and keyboarding skills.
- Must possess excellent communication skills (oral and written) and be able to communicate effectively with patients over the phone, in email, and other communications.
- Computer skills, customer service skills and behavior, and data entry will be assessed via Call Center Assessment.
Nice To Haves
- 1 year of higher education, some college.
- Experience in a patient-focused healthcare environment.
- 1 year experience in high volume multichannel contact center
Responsibilities
- Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.).
- Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
- As appropriate, assist new members with introduction to and explanation of available services, processes and availability of providers
- Update patients of the status of their referral or authorizations.
- Answers, screens, and processes a high volume of incoming calls in a professional manner.
- Directs patient access to the practice by scheduling and canceling patient appointments for a multiple providers.
- Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines.
- Uses 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.
- Communicates, to patients and internal and external ordering physicians' offices, complex exam preparations instructions including, but not limited to, pre-procedure laboratory test requirements and other necessary preparations instructions.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
