Patient Services Representative I

Aviva Health•Roseburg, OR

8d•$18 - $22

About The Position

The Patient Services Representative I (PSR I) answers incoming calls to the clinic under the supervision of a Manager or Supervisor. The role requires a professional telephone manner, strong written and verbal communication, tact, good memory, the ability to multitask, and an interest in helping people. The PSR I supports Aviva Health’s mission and helps provide patient-focused service while serving as a liaison between patients and the Health Center. Responsibilities include scheduling appointments, entering accurate patient demographic and insurance or self-pay information into the electronic medical record, reviewing appointment details with callers, and explaining what to bring and when to arrive. The representative answers questions, directs calls to other departments, uses judgment when handling upset patients, and recognizes when to escalate a call to a triage nurse. Other duties may include mailings and related projects as call volume permits, along with other reasonable duties assigned by a supervisor or manager.

Requirements

High school diploma or equivalent.
Desire to work as a team member in delivering health care to low-income, underserved members of the community.
Excellent telephone and public relations skills to establish and maintain harmonious relations with the public while compassionately and assertively adhering to clinic policies and practices.
Ability to verbally interact with staff, clients, and the public.
Manual dexterity of the hands and fingers for writing and computer input.
Ability to handle confidential and sensitive information.
Ability to communicate effectively on the telephone.
Ability to relate to people from diverse educational, socioeconomic, and ethnic backgrounds.
Ability to exercise good judgment in handling calls appropriately.
Ability to demonstrate good customer service.

Nice To Haves

Bilingual in Spanish.

Responsibilities

Promote Aviva Health’s philosophy, purpose, mission, and ideals.
Answer incoming calls promptly and politely, using a professional telephone manner.
Schedule patient appointments and review the date, time, location, and provider name with the caller.
Obtain and enter accurate patient demographic information and insurance or self-pay status into the electronic medical record.
Tell callers what to bring to appointments, including an insurance card, medications, office visit fee, and income verification if applicable.
Remind callers to arrive 15 to 30 minutes before their appointment to complete paperwork.
Remind callers of the cancellation and no-show policy.
Answer questions and provide requested information to support patient-focused service and a positive impression of the organization.
Direct calls to other departments as needed and use sound judgment, especially when handling upset patients.
Recognize when a call should be escalated to a triage nurse.
Assist with mailings and other projects as call volume permits.
Perform other reasonable related duties assigned by a supervisor or manager.