Patient Services Specialist II #Full Time

61st Street Service Corp•Fort Lee, NJ

12d•Onsite

About The Position

The Patient Services Specialist II provides support to the departmental call center that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic or interventional radiology services, physician referral/appointments, and general information for the Department of Radiology. The Patient Services Specialist II is part of a team that delivers an exceptional patient experience through excellent customer service, empathy and patience.

Requirements

High School Diploma or equivalent required.
Minimum of 3 years of relevant experience, including proficiency in medical terminology and prior medical practice experience.
For IR track, surgical or invasive subspecialty experience is required.
Excellent customer service skills and the ability to maintain a pleasant and helpful demeanor through all situations, including the ability to maintain professional demeanor under pressure due to the high volume and urgent nature of calls.
Excellent skills in problem assessment, using good judgment, and collaborative problem-solving in complex and interdisciplinary settings.
Excellent verbal and written communication skills, including interpersonal skills.
Ability to communicate in a clear and concise manner to ensure understanding of information by patients and customers.
Strong proficiency with Microsoft Office (Word and Excel) or similar software is required, and an ability and willingness to learn new systems and programs.
Ability to work independently and follow through and handle multiple tasks simultaneously.

Nice To Haves

Associate degree or higher preferred.
Prior high volume customer service experience in a call center environment preferred.
Bilingual (English/Spanish) a plus.

Responsibilities

Schedule appointment requests for diagnostic or interventional radiology services, per area of assigned responsibilities.
Utilize existing tools to facilitate securing the right appointment with the right medical provider or team.
Indicate special needs (e.g., special accommodation, interpreter, etc.).
Communicate insurance participation, financial responsibility (if applicable), and time of service policy to patient population.
Obtain patients� insurance and demographic information and ensure all obtained information is registered in Epic.
Accurately complete required tasks and fields in pre-registration.
Perform real-time insurance verification and interpret responses.
Inform patients of insurance requirements for services provided.
Escalate cases for resolution as appropriate.
Collect pre-registration information to address outstanding Epic work queue accounts.
Perform outbound calls to perform Epic referral scheduling.
General faxing, filing and mail sorting.
Work on escalated cases with higher complexity as assigned.
Help to mentor other Specialists to resolve complex issues/cases.
Escalate such cases to Supervisor for resolution.
Mentor assigned Patient Service Specialists on how to deliver excellent service to patients.
Coordinate pre-procedure testing and clearances and ensure complete and accurate documentation of pertinent information in Epic.
Escalate complex cases as needed to RNs to ensure successful remediation.
Provide practice support by handling physician messages and work queues as assigned.
Perform other related duties as assigned.