Patient Services Specialist III #Full Time

61st Street Service Corp • Fort Lee, NJ

17d • $31 - $37

About The Position

Top Healthcare Provider Network The 61st Street Service Corporation, provides administrative and clinical support staff for ColumbiaDoctors . This position will support ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast. ColumbiaDoctors practices comprise an experienced group of more than 2,800 physicians, surgeons, dentists, and nurses, offering more than 240 specialties and subspecialties. Job Summary: The Patient Services Specialist III provides support to the department-wide call center that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic and/or interventional radiology services, physician referral/appointments, and general information for the Department of Radiology. This is a lead role that is responsible for supporting, guiding and mentoring Patient Services Specialists to ensure quality assurance of all scheduling. The Patient Services Specialist III 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 5 years of relevant experience in a comparable setting, including proficiency in medical terminology.
• For IR track, surgical or invasive subspecialty experience is required.
• Advanced 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.
• Advanced skills in problem assessment, using good judgment, and collaborative problem solving in complex and interdisciplinary settings.
• Ability and/or experience leading and influencing teams and/or team-building skills.
• 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.
• Intermediate 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

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

Responsibilities

• Schedule appointment requests for diagnostic or interventional radiology services.
• 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.
• Ensure that patients understand the arrival and check-in process, pre-appointment instructions and patient safety precautions, and other relevant information.
• Email specialty patient forms if needed.
• Obtain patients insurance and demographic information and ensure all obtained information is registered in Epic.
• Accurately complete required tasks and fields in pre-registration.
• Resolve escalated insurance-related cases.
• Escalate issues for resolution when appropriate.
• Conduct investigations, collect related information, and document issues.
• Track and follow through for complete resolution.
• Make recommendation to update/revise procedure or workflow as needed.
• Escalate issues/cases to Supervisor/Manager for resolution.
• Foster a teamwork approach.
• Facilitate team discussions about complex patient scheduling needs.
• Help identify solutions and take ownership for resolving scheduling conflicts.
• Communicate with management team and care providers to resolve scheduling issues.
• Collaborate with all coworkers and follow up as appropriate regarding reported complaints, problems, and concerns.
• Take ownership for resolving scheduling conflicts and communicate with management team and care providers to resolve scheduling issues.
• Collaborate with all coworkers and follows up as appropriate regarding reported complaints, problems, and concerns.
• Ensure "warm transfer" of calls/inquiries are routed to the correct party for resolution.
• Help identify and document trends using established protocol and communication methods.
• Collect pre-registration information to address outstanding Epic work queue accounts.
• Perform outbound calls to perform Epic referral scheduling.
• For the purposes of cross-coverage, may perform duties in the Authorization area.
• Perform other related duties as assigned.
• 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.
• Help mentor other Specialists to resolve complex issues/cases.
• Escalate such cases to Supervisor for resolution.
• Ensure remedy is executed in a successful manner.
• Coordinate lunch schedules to ensure coverage.
• Prepare agenda items for specialty pod huddles.
• Work with supervisor to develop agenda.
• Ensure that all issues are covered and cascaded.
• Train assigned new and established Patient Service Specialists on demographic and insurance registration in accordance with established guidelines and physician protocols.
• Train new and established Patient Service Specialists on scheduling protocols.
• Coach Specialists on telephone skills and demonstrate professional standards through personal example and leadership.
• Help identify Specialists who may need additional coaching or training.
• Make recommendations to Manager on ways to improve training and knowledge sharing.
• Assist with the day-to-day activities relating to process problems/changes, inter-department communication, receiving feedback, and adjusting workflow.
• Identify opportunities to improve processes to support ever-changing requirements in healthcare, ensuring that the unit is adequately supporting organizational needs.
• Make recommendations to management.
• Work on escalated cases with higher complexity as assigned.
• Provide suggestions and recommendations to improve workflow, communication, and overall protocols to better serve the needs of the patients and department.

Benefits

• The Service Corporation offers a competitive comprehensive Benefit package to eligible employees; including Healthcare and various other benefits including Paid Time off to promote a healthy lifestyle.
• We are an equal employment opportunity employer and we adhere to all requirements of all applicable federal, state, and local civil rights laws.

What This Job Offers

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