Patient Services Rep

CommonSpirit Health • Rancho Cordova, CA

2d

About The Position

The Patient Services Representative is the first point of phone customer-service contact for patients, physicians, and clinic staff. The role provides prompt, accurate, courteous assistance through voice, chat, email, and text. Duties include collecting and updating demographic information, verifying insurance and health-plan eligibility, taking complete and accurate messages, scheduling appointments using electronic appointment management, electronic health record, and contact-center systems, and possibly assisting with referrals and authorizations. The position is represented by SEIU-UHW. Success requires enthusiasm for helping others, complex problem-solving ability, and a commitment to continuous growth and improvement.

Requirements

• High school graduate or GED, with general studies.
• At least 6 months of experience scheduling patient appointments, in person or by phone.
• Experience using computer systems, including Windows-based office programs and web-based applications.

Nice To Haves

• One year of higher education or some college.

Responsibilities

• Resolve caller inquiries completely during the initial contact.
• Communicate clearly and effectively with stakeholders, verbally and in writing.
• Perform job functions with independence, flexibility, and creative problem-solving.
• Maintain call control by de-escalating issues and confidently articulating resolutions.
• Use patient and customer service skills to solve problems effectively.
• Meet quality-assurance and key-performance metrics.
• Schedule appointments, provide information, and process patient requests efficiently and accurately.
• Provide high-level customer service through active listening, problem-solving, and professional calm.
• Proactively improve the patient experience, maximize opportunities, and maintain a professional work environment.
• Use resources wisely, maintain equipment, manage supplies, and adhere to time policies.
• Seek feedback, explore efficient alternatives, and offer proactive solutions to problems.
• Promote safety by understanding emergency plans, meeting OSHA standards, completing training, and maintaining confidentiality.
• Collect and update patient demographics and verify insurance and health-plan eligibility.
• Take complete and accurate messages.
• Use electronic appointment management, electronic health record, and contact-center systems to schedule appointments.
• Assist with referrals and authorizations as needed.

What This Job Offers

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