Patient Services Representative – Call Center

Sight Partners•Spokane Valley, WA

1d•Onsite

About The Position

This role is in a fast-paced call center environment, providing excellent customer service for various patient services. Key responsibilities include appointment scheduling, obtaining and verifying demographic and financial information through pre-registration, and completing patient registration in the Electronic Health Record (EHR) by securing consent for medical care, financial agreements, medication lists, pharmacy data, Primary Care Provider (PCP) details, and referring provider information.

Requirements

Proficiency with Microsoft Office products, G-Suite environment, and strong keyboarding skills
Willing to help in all areas, have the flexibility and effectively work in a team environment
Strong organization skills, attention to detail, and problem-solving are required to perform this role
Demonstrate excellence in communication skills, and demonstrated ability to convey ideas and information, verbally and in writing
High School diploma or equivalent
One (1) to Two (2) years of experience working in a call center environment

Nice To Haves

Prefer experience in customer service initiatives
Healthcare setting preferred

Responsibilities

Perform pre-patient registration process, including verifying, collecting, and/or updating demographic and financial information
Evaluate patient financial status to determine eligibility for care
Verify benefits and eligibility as required
Ensure pre-certifications and prior authorizations are received
Enter the necessary information into the current computer system
Provide any requested information to patients
Pre-load EMR in advance of clinical appointment with a current list of medications, medication dosing, preferred pharmacy, primary care provider, referring doctor, past eye history, and past medical history
Manage new patient schedules to facilitate pre-appointment calls in advance of the scheduled appointment
Run reports and prepare schedules
Schedule all provider appointments (non-ASC)
Memorize and adhere to various provider scheduling nuances and requirements
Ensure pre-certifications/ prior authorizations are received, and interpreters are obtained when necessary
Handle no-show or canceled appointments according to the established process
Manage incoming faxes, distributing to appropriate departments, filing necessary documents in patients’ charts, and contacting referred patients for scheduling
Manage incoming online referrals
Follow up with patients who are overdue for a return
Contact patients for physician-initiated reschedules
Additional duties as assigned