Patient Services Rep
About The Position
The Patient Services Representative is the first point of phone customer service contact for patients, physicians, and clinic staff. The role provides prompt, accurate, courteous, and helpful assistance through voice, chat, email, and text. Duties include collecting and updating demographic information, verifying health-plan eligibility and insurance information, taking complete and accurate messages, and scheduling mutually acceptable appointments using electronic appointment management, electronic health record, and contact center systems. The representative may also assist with referrals and authorizations. Success requires enthusiasm for helping others, complex problem-solving ability, and a commitment to continuous growth and improvement. This position is represented by SEIU-UHW.
Requirements
- High school graduate or GED; general studies.
- At least 6 months of experience scheduling patient appointments, either in person or by phone.
- Experience with computer systems, including Windows-based office programs and web-based applications.
Nice To Haves
- One year of higher education or some college.
Responsibilities
- Resolve caller inquiries completely during the initial contact.
- Communicate clearly and effectively with stakeholders, verbally and in writing.
- Perform job functions independently and flexibly, using creative problem-solving.
- Maintain call control by de-escalating issues and confidently articulating resolutions.
- Use exceptional patient and customer service to solve problems effectively.
- Meet quality assurance and key performance metrics.
- Schedule appointments, provide information, and process patient requests efficiently and accurately.
- Provide high-level customer service through active listening, problem-solving, and professional calm.
- Proactively improve the patient experience, maximize opportunities, and maintain a professional work environment.
- Use resources wisely, maintain equipment, manage supplies, and adhere to time policies.
- Seek feedback, explore efficient alternatives, and offer proactive solutions to problems.
- Promote safety by understanding emergency plans, meeting OSHA standards, completing training, and maintaining confidentiality.
- Collect and update demographic information and verify insurance information and health-plan eligibility.
- Take complete and accurate messages.
- Assist with referrals and authorizations as needed.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
