Patient Services Representative

Palms Medical Group•Trenton, FL

1h•Onsite

About The Position

The Patient Services Representative (PSR) serves as the first point of contact for patients and other stakeholders seeking access to care at Palms Medical Group (PMG). This role is responsible for scheduling appointments, verifying patient information, and providing accurate and timely communication regarding PMG services. The PSR ensures a high standard of customer service and contributes to the overall efficiency and effectiveness of the patient’s experience.

Requirements

Must demonstrate excellent customer service
Must exercise good judgement to handle calls appropriately
Must be organized, a self-starter and detail-oriented
Must be able to work independently and as part of a team
Must be able to handle call center environment, work quickly and multitask
Must be able to handle confidential and sensitive information
Assist in the training and mentoring of coworkers by sharing knowledge, providing guidance and supporting skill development.
Working knowledge of office equipment: Computer, Multiline Telephone, Headset, Copier/Scanner/Fax
Proficient in navigating Microsoft Office suite products, including Word, Excel and Teams
Expected to become proficient in navigating Nextgen, LUMA, QueueMetrics and other systems required for the optimal performance of job duties
High School Diploma or Equivalent
Must be able to effectively communicate complex and/or technical information to co-workers, patients and/or vendors
Standing for long periods of time
Sitting for long periods of time
Viewing a computer monitor for long periods of time
Bending
Stretching/Reaching
Walking short distances
Lifting up to 50 pounds
Operating office equipment (computer, fax machines, telephones and copy machines)
Reading forms/Instructions/Patients Charts
Communicating well to people of various ages, educational levels, cultural backgrounds in person or by telephone
Exposure to potentially violent/irate patients
Making decisions with little guidance
Exposure to chemical infectious/contagious illness
Exposure to chemical and inhalation of antibiotics during reconstitution
Exposure to X-Ray radiation
Exposure to a variety of scents and odors
Must utilize universal precaution in clinical or exposure situations as prescribed by federal, state and local guidelines and/or laws

Nice To Haves

Prior customer service experience preferred, especially in a healthcare or call center environment

Responsibilities

Schedule appointments for patients by answering incoming calls promptly and professionally.
Accurately enter and update demographic information into the PMG electronic health record (address, telephone number, email, etc.).
Schedule patient appointments according to Palms Medical Group guidelines and protocols.
Inform patients of required documentation for appointments (e.g.: identification, insurance card, medications, office visit fee, hospital discharge records and verification of income-if applicable).
Monitor and respond to voicemails for assigned offices.
Provide clear, supportive responses to patient inquiries.
Act as a liaison for patients by directing calls to appropriate departments or personnel as needed.
Exercise sound judgment and discretion in all interactions.
Escalate calls appropriately according to procedures.
Maintain accurate documentation of all communication and activities.
Meet or exceed performance expectations based on established metric requirements.
Make outbound calls to cancel and reschedule patient appointments.
Contact patients for follow-up after ER referrals to schedule hospital follow-up appointments.
Review Quality portals to schedule hospital follow-up appointments.
Update copay and insurance fields to ensure accurate pre-visit communication.
Verify insurance coverage using EHR system tools or external portals.
Prepare the patient chart by updating information from check-in software into EHR on assigned days, to include updated insurance, scanned cards, demographics, fees, etc.
Send pre-visit communications and alerts to patients and patient advocates.
Maintain knowledge of insurance types, including deductibles, premiums, PPOs, HMOs and provider charges.
Assist with special projects as call volume permits.
Perform other duties as assigned by Patient Services Coordinator, Patient Services Manager, EVP of Patient Services and/or CEO.