Patient Services Rep

Dignity Health Medical Group•Phoenix, AZ

1d•$18 - $22•Onsite

About The Position

The Patient Services Professional serves as a welcoming point of contact and provides central administrative support to promote seamless patient experiences and efficient clinic operations. The role handles phone customer service, communications, patient demographics, insurance verification, appointment scheduling, referrals, authorizations, pre-registrations, and other clerical tasks while responsibly handling sensitive information. The position schedules and registers appointments and provides information in response to patient requests. It processes requests received by phone, fax, email, and other channels, introduces new members to available services and providers as appropriate, and updates patients about referral or authorization status. The role also screens and processes a high volume of calls, schedules and cancels appointments across multiple providers, and follows phone scripts, clinical decision trees, scheduling criteria, and department guidelines. Using knowledge within the scope of training, the representative determines appointment type and urgency, routes calls to appropriate resources, and communicates complex exam preparation instructions to patients and ordering physicians' offices.

Requirements

High school graduate.
Experience with computer systems, including web-based applications.
Exceptional communication, attention to detail, and organizational skills.
System proficiency, proactive service, and adaptability.
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 in response to requests, including directions, contact information, operating hours, and department information.
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 and direct patient access to the practice.
Follow phone scripts, clinical decision trees, scheduling criteria, and department guidelines.
Determine appointment type and scheduling urgency within the scope of knowledge and training, and route calls to the appropriate provider or resource.
Communicate complex exam preparation instructions to patients and internal and external ordering physicians' offices, including pre-procedure laboratory requirements and other preparations.
Handle patient information, including demographics and insurance verification, and perform referral, authorization, pre-registration, and other clerical tasks while responsibly protecting sensitive data.