Patient Services Specialist

YAI • New York, NY

11d • Onsite

About The Position

This role involves accepting calls from patients referred to PHC for medical services, collecting necessary information to schedule appointments, assist callers, or redirect calls. The specialist will complete the registration process by gathering patient demographic and insurance information and entering it into the scheduling database. They will also provide information about services, sliding scale fees, and appointments, determine the appropriate appointment type and length, and schedule appointments using the correct templates. Additionally, the role requires collecting information to connect callers to appropriate departments for non-scheduling inquiries, routing calls, or taking messages. Escalating caller complaints or issues to a supervisor and participating in department meetings are also key responsibilities. The position performs all related work as assigned.

Requirements

• High School diploma/GED
• At least six (6) months’ experience assisting customers and/or callers, preferably in a customer service capacity
• Ability to work on Saturdays on a regular, rotating schedule (at least once every 2 months) for PHC assignments
• Above average verbal communication skills
• Basic computer and written communication skills – including email, utilizing Workday and related systems (DA, etc.) to complete tasks

Nice To Haves

• College credits and/or degree
• Prior experience in a call center environment or as a receptionist receiving a high-volume of calls and/or email inquiries
• Prior experience in healthcare
• Ability to speak a second language, ideally Spanish, Cantonese and/or Mandarin

Responsibilities

• Accepts calls from patients referred to PHC for medical services and collects information required to schedule appointments, assist callers or redirect calls.
• Completes registration process by obtaining patient demographic and insurance information and entering required data into scheduling database.
• Provides information regarding services, sliding scale fees and/or appointments to callers.
• Determines appointment type and length based on patient needs and schedules appointments for services using appropriate scheduling templates.
• Collects information needed to assist in connecting callers to appropriate departments for non-scheduling related inquiries and routes calls or takes messages, as applicable.
• Escalates callers with complaints or issues to supervisor or other identified staff, as directed.
• Participates in department meetings.
• Performs all related work, as assigned.

What This Job Offers

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