Patient Services Rep

Dignity Health Medical Group•Phoenix, AZ

2d•$18 - $22•Onsite

About The Position

The Patient Services Professional serves as the welcoming voice and central administrative support for the clinic, helping ensure seamless patient experiences and efficient clinic operations. The role manages phone customer service and communications, patient information, demographics, insurance verification, appointment scheduling, referrals, authorizations, pre-registrations, and other clerical tasks while responsibly handling sensitive data. The position schedules and registers appointments, provides information such as directions and department contacts, assists new members in understanding available services and provider availability, and updates patients on referral or authorization status. It handles high volumes of incoming calls and requests across phone, fax, email, and other channels; schedules or cancels appointments with multiple providers; and uses department scripts, clinical decision trees, and scheduling criteria to determine appropriate appointment types, urgency, and call routing. The role also communicates complex examination preparation instructions to patients and ordering physicians’ offices.

Requirements

Must live in Arizona or Texas.
High school graduate.
Experience with computer systems, including web-based applications.
Exceptional communication, attention to detail, organizational skills, and system proficiency.
Proactive service, adaptability, and responsible handling of sensitive information.

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 for other requests, including directions, phone numbers, operating 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 patient appointments with multiple providers.
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 the appropriate provider, or route calls to the appropriate resource.
Communicate complex examination preparation instructions to patients and internal or external ordering physicians’ offices, including pre-procedure laboratory requirements and other preparations.
Handle patient information, including demographics and insurance verification, and perform referrals, authorizations, pre-registrations, and other clerical tasks while protecting sensitive data.