Patient Services Rep

CommonSpirit Health•Rancho Cordova, CA

About The Position

Enjoy the opportunity to positively affect the health and well-being of entire communities. As a Patient Services Representative with Dignity Health Medical Foundation Connection Center, now part of CommonSpirit Health, you will be the first point of phone customer service contact for our patients physicians and other clinic staff. Your success in this role comes from your enthusiasm to help others, your innate ability to solve complex problems and desire for continuous growth and improvement. Success in this role means you: - Provide prompt accurate courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email, and text - Perform a variety of duties including collecting and updating demographics, insurance information verification of health plan eligibility, taking complete and accurate messages to name a few. - You will schedule mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record and contact center systems. - You may also assist with referrals and authorizations. - As the first point of patient contact, your role is to provide effective patient experiences Patient Service 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, appointment arrival expectations, necessary documents requirements, outstanding balances, estimated co-pays, and other necessary preparations instructions in a courteous manner. Sends out accurate and complete communication to physicians or other healthcare providers. First Contact Resolution Determine the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate patient issue-resolution by referring the matter to the RN, physician, supervisor or issue/content expert. Support other team members with escalation concerns guiding them in the correct process. Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter. Contact Handling. Ability to comprehend and communicate clearly and effectively (both verbally and in writing) with medical center staff, patients, families, and other internal and external customers. Flexibility Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem solving. Contact Control Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has or can be found. Ability to clearly articulate a response to the patient using appropriate voice modulation. Problem Solving. Exceptional patient/customer service skills including effective and efficient problem solving and analytical skills. Contact Quality Meet Quality Assurance requirements and other key performance metrics.Professionalism. Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations. PRO-ACTIVELY CONTRIBUTES TO ORGANIZATIONAL EXCELLENCE: As described by the DHMF Way, True North. Focus at all times on improving the patient's experience by delivering on a culture of yes. Problem solves to maximize opportunities and minimize unnecessary steps. Keeps work spaces and all patient areas clean and clutter free. Maintains professional appearance and follows all dress code guidelines. Flexible to change work hours/days, and floats to support others. Initiates ways to increase Physician productivity.

Requirements

High School Graduate or GED
Minimum of 6 months experience scheduling patient appointments, either in-person or via phone.
Experience with computer systems, including office windows based programs and web based applications.

Nice To Haves

1 year of higher education, some college.

Responsibilities

Provide prompt accurate courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email, and text
Perform a variety of duties including collecting and updating demographics, insurance information verification of health plan eligibility, taking complete and accurate messages to name a few.
Schedule mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record and contact center systems.
Assist with referrals and authorizations.
Provide effective patient experiences Patient Service 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.
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, appointment arrival expectations, necessary documents requirements, outstanding balances, estimated co-pays, and other necessary preparations instructions in a courteous manner.
Sends out accurate and complete communication to physicians or other healthcare providers.
Determine the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution.
Facilitate patient issue-resolution by referring the matter to the RN, physician, supervisor or issue/content expert.
Support other team members with escalation concerns guiding them in the correct process.
Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter.
Ability to comprehend and communicate clearly and effectively (both verbally and in writing) with medical center staff, patients, families, and other internal and external customers.
Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem solving.
Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has or can be found.
Ability to clearly articulate a response to the patient using appropriate voice modulation.
Exceptional patient/customer service skills including effective and efficient problem solving and analytical skills.
Meet Quality Assurance requirements and other key performance metrics.
Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving.
Ability to remain calm in stressful situations.
Focus at all times on improving the patient's experience by delivering on a culture of yes.
Problem solves to maximize opportunities and minimize unnecessary steps.
Keeps work spaces and all patient areas clean and clutter free.
Maintains professional appearance and follows all dress code guidelines.
Flexible to change work hours/days, and floats to support others.
Initiates ways to increase Physician productivity.