Patient Services Rep

Dignity Health Medical Group • Phoenix, AZ

8d • $18 - $22

About The Position

The Patient Services Professional serves as the welcoming voice and central administrative support for the clinic, helping ensure a seamless patient experience and efficient operations. The role manages customer service interactions and communications, handles patient information such as demographics and insurance verification, schedules appointments, and processes referrals, authorizations, pre-registrations, and other clerical tasks. The position requires responsible handling of sensitive information and adaptation to clinic needs.

The role responds to patient requests, explains available services and provider availability, updates patients on referrals and authorizations, and manages a high volume of incoming calls. It uses department phone scripts, clinical decision trees, and scheduling criteria to determine appointment needs and urgency within the scope of training, then schedules patients with appropriate providers or routes inquiries to the proper resource. It also communicates complex examination preparation instructions to patients and ordering physicians’ offices.

Requirements

• High school graduation.
• 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, 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 available services, processes, and provider availability, as appropriate.
• Update patients about 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 patients to appropriate practice resources.
• 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 or external ordering physicians’ offices, including pre-procedure laboratory requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED