Patient Services Rep

CommonSpirit Health•Phoenix, AZ

About The Position

The Patient Services Rep provides a welcoming point of contact and central administrative support to ensure positive patient experiences and efficient clinic operations. The role handles patient communications and information, including demographics, insurance verification, appointment scheduling, referrals, authorizations, pre-registration, and other clerical tasks, while responsibly protecting sensitive data. The position schedules and registers appointments, responds to requests for clinic information, processes communications through phone, fax, email, and other channels, and supports patients with information about available services and providers. It also handles a high volume of incoming calls, directs patient access to multiple providers, follows department scripts and scheduling guidelines, assesses appointment needs and urgency within the scope of training, and communicates complex examination preparation instructions to patients and ordering physicians’ offices.

Requirements

High school graduate.
Experience with computer systems, including web-based applications.

Nice To Haves

One year of higher education or some college.
Experience in a patient-focused healthcare environment.
One year of experience in a high-volume, multichannel contact center.

Responsibilities

Schedule and register patient appointments and provide information in response to other requests, such as directions, phone numbers, hours, and department contacts.
Process requests received by phone, fax, email, and other communication channels efficiently and accurately.
Assist new members with introductions to and explanations of available services, processes, and provider availability, as appropriate.
Update patients on the status of referrals and authorizations.
Answer, screen, and process a high volume of incoming calls professionally.
Schedule and cancel appointments with multiple providers to manage patient access to the practice.
Follow phone scripts, clinical decision trees, scheduling criteria, and department guidelines.
Use knowledge within the scope of training to determine appointment type and urgency, schedule with an appropriate provider, or route calls to the appropriate resource.
Communicate complex examination preparation instructions to patients and internal and external ordering physicians’ offices, including pre-procedure laboratory test requirements and other necessary preparations.
Handle patient information, including demographics and insurance verification, and perform pre-registration and other clerical tasks.