Patient Services Representative
About The Position
Rebound is seeking a full-time Patient Services Representative to support its Orthopedic and Neurosurgery Call Center. The role supports Scheduling Call Center operations through patient communication, appointment scheduling, insurance verification, and referral coordination. The representative helps maintain scheduling accuracy, efficient workflows, and departmental standards while supporting timely patient access. The position collaborates with clinical staff and providers to deliver service to patients and families. The work is performed in an office environment and involves high-volume telephone and computer work in a fast-paced, frequently interrupted setting. The schedule is Monday through Friday, 40 hours per week, with no weekends or holidays.
Requirements
- High school diploma or GED.
- Working knowledge of medical terminology and the flow of medical practices.
- Experience working with Electronic Health Records systems.
- Ability to work in a call center setting with a high volume of calls and typing.
- Ability to manage difficult and stressful situations.
- Strong problem-resolution skills.
- Knowledge of business office procedures.
- Knowledge of grammar, spelling, and punctuation sufficient to communicate patient information.
- Skill operating a computer and photocopy machine.
- Ability to speak clearly and concisely.
- Ability to read, understand, and follow oral and written instructions.
- Ability to establish and maintain effective working relationships with patients, providers, employees, and the general public.
- Ability to type at 30 words per minute.
- Vision correctable to 20/20 and hearing in the normal range for telephone contacts.
Nice To Haves
- Work-related experience, preferably in a medical office and/or call center setting, including experience with a multi-line phone and queue management system.
- Work-related experience with Microsoft Applications.
Responsibilities
- Support an environment that reinforces Rebound’s mission and Core Values of Superior Service, Teamwork, Integrity, Innovation, Quality, and Recognition.
- Answer inbound Scheduling Call Center phone lines and provide Clinical Call Center phone coverage as operationally needed.
- Screen incoming calls, provide appropriate information within scope of practice, and route messages or tasks to patients or clinical staff as appropriate.
- Schedule, coordinate, and reschedule patient appointments according to provider protocols.
- Verify insurance eligibility using payer or insurance portals and available resources to support accurate scheduling and coverage review.
- Follow up on in-basket messages and emails in a timely manner.
- Conduct outreach for triaged referrals and schedule patients according to provider protocols and insurance requirements.
- Work the pre-registration queue to resolve missing registration information needed for appointment readiness.
- Monitor Call Center workflow demands to support timely turnaround and minimize queue delays.
- Meet department productivity, quality, and performance metrics established by leadership.
- Develop and maintain collaborative working relationships with team members.
- Attend meetings as required.
- Maintain confidentiality and comply with HIPAA rules and regulations.
- Perform related work as required.
Benefits
- Medical, vision, and prescription drug coverage
- Dental insurance
- 401(k) retirement plan, including discretionary profit sharing
- Company-paid life insurance and AD&D
- Voluntary life insurance and AD&D
- Company-paid short- and long-term disability
- Flexible Spending and Health Savings Accounts
- Employee Assistance Program
- Free parking
- Paid Time Off accrued at up to 24 days in the first year based on FTE
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
