Patient Services Representative – Call Center

Sight Partners Physicians•Spokane Valley, WA

just now•Onsite

About The Position

This role is for 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 the pre-registration process, and completing patient registration in the Electronic Health Record (EHR) system. This involves securing consent for medical care, financial agreements, medication lists, pharmacy data, and details for Primary Care Providers (PCP) and referring providers.

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, and 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.