Patient Services Representative II

VALLEY HEALTH CARE INC•Mill Creek, WV

1d•Onsite

About The Position

As a Patient Services Representative II, you play a crucial role in providing exceptional customer service and support to our patients, the public, and external healthcare facilities. The primary responsibility will be to handle incoming calls, answer inquiries and assist callers with various healthcare related matters. This position requires excellent communication skills, empathy, and the ability to multitask effectively in a fast-paced environment.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills with the ability to convey complex information clearly and concisely.
Empathetic and patient approach, with the ability to remain calm and composed during challenging interactions.
Strong multitasking abilities to handle multiple calls, navigate computer systems and document information simultaneously.
Proficient computer skills and the ability to learn new software applications quickly.
Must be able to interpret medical and work environment-related documents involving patient care, program descriptions, government regulations, and VHC policy and procedures.
Must have the ability to follow HIPAA guidelines as well as an understanding of policies and procedures regarding medical records put in place by the Federal Government, Medicaid, Medicare, and WV Behavioral Health Laws put forth by the WV Department of Health and Human Resources.
Must listen to the customer, understand the customer, do what needs to be done to meet the customer’s expectations, and take ownership for the customer experience.
Knowledge of basic computer software (MS Office – Word, Excel, and Outlook) and the willingness and ability to learn electronic medical records software.
Must demonstrate the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret various instructions furnished in written, oral, diagram, or schedule form.
An essential element is the ability to work and interact effectively and positively with other staff members to build and enhance teamwork in the VHC organization; team engagement is necessary to be successful in this position.
A demonstrated work record showing good attendance, punctuality, dependability, and the ability to collaborate well with supervisors and coworkers as part of a team effort is essential.
A medical office setting is an environment that requires the ability to relate to all types of people while always maintaining a professional demeanor.
The ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals is essential.
The ability to write routine reports and correspondence, and the ability to speak effectively to patients, co-workers and the public at large is crucial.
Must be able to read and interpret medical and work environment related documents involving patient care, program descriptions, government regulations and VHC policy and procedures.
Must be able to demonstrate an understanding and sensitivity to cultural differences and needs of VHC patients and be able to respond appropriately to all people regardless of race, ethnicity, language, age, sex or sexual orientation, religion, disability, economic standing, etc.

Nice To Haves

Some college education or experience in healthcare, customer service, or a related field is preferred.
Familiarity with electronic medical records (EMR) or similar software systems is preferred.
Understanding medical terminology, healthcare procedures, and insurance concepts is beneficial.

Responsibilities

Handle inbound calls while providing accurate and timely assistance.
Serves as the first point of contact for inquiries related to appointments, health questions or concerns, and all other general information about Valley Health Care, Inc. services.
Listen attentively to callers, identify their needs, and provide appropriate solutions or escalate complex issues to the relevant department or supervisor.
Maintain a professional and empathetic demeanor while demonstrating patience, compassion, and understanding towards patients.
Utilize computer systems and electronic medical records (EMR) to access patient records, update information, and document call details accurately.
Follow established call center protocols and standard operating procedures to ensure compliance with company policies, industry regulations, and patient confidentiality guidelines, such as HIPAA.
Collaborate with team members and cross-functional departments to resolve patient inquiries and provide seamless care.
Continuously enhance knowledge of VHC services, procedures, payment options, and relevant regulations to provide accurate and up-to-date information to patients.
Participate in training sessions, team meetings, and performance evaluations as required.
Uphold the Code of Ethics and mission of VHC by conducting professional activities with honesty, integrity, respect, fairness, and good faith in a way that reflects well on the organization.
Attend staff meetings when required.
Other duties as assigned.