Patient Support Operator (Part-Time) On-site

The Villages Health•The Villages, FL

44d•$16 - $18•Onsite

About The Position

The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 800 team members. Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our purpose, mission and vision is to empower Villagers and the surrounding communities to live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. In doing so, The Villages Health is creating America’s Healthiest Hometown. The Villages Health consistently delivers over 98% patient satisfaction, and we are always looking for new ways to provide the best patient experience in all that we do. The Patient Support Operator (PSO) team is at the forefront of this experience, acting as a central service and support provider for all patients. How we answer the phone, handle calls and provide service to our callers is a reflection of our core values and care model. In the Patient Support Center, our PSOs are responsible for taking inbound calls and/or placing return calls to patients who require additional support from The Villages Health team. PSOs are also responsible for confirming and/or rescheduling appointments, sending messages regarding prescription renewals, test results, and referral requests, assisting with directions, answering any questions or concerns that a patient may have regarding TVH patient portal and much more.

Requirements

High school diploma
1+ years Customer/Patient Service Experience, healthcare industry a plus
Experience in either a medical office or high-volume call center
Experience using EMR software applications.
Passion for providing superior patient service and hospitality.
Knowledge of medical terminology.
Knowledge of health care field.
Knowledge of legal and ethical considerations related to patient information.
Knowledge of customer/patient service principles, applications, and conflict resolution.
Skill in putting information in preferred medical record system, meeting clinic standards.
Skill in diffusing tense situations through diplomatic problem-solving.
Skill in using computer, phone, and medical records software.
Ability to communicate effectively with patients and staff via phone, in person and through email.
Ability to establish relationships with a wide variety of people.
Ability to multi-task and work in a fast-paced patient support center environment.
Ability to hit and exceed customer/patient service level and quality goals.
Knowledgeable in various software applications such as Athena, Radix, Counsel Ear.

Nice To Haves

Associate degree preferred

Responsibilities

Uses customer service principals and techniques to provide world class service.
Be a champion for The Villages Health brand, care model, care centers, services, clinicians, and the patient experience.
Represent our core values to patients and co-workers.
Provide superior patient service and support and care with a friendly, positive attitude.
Answer important patient questions and/or determine the best next steps and resources for first call resolution.
Send detailed messages to clinical and patient support staff in various departments and follow best practices for collaborating and servicing patient needs.
Track and report all call inquiries in the EMR by logging a patient case of all patient interactions.
Report the outcome of the call using wrap up codes.
Meet performance goals and SLAs for call volume, call time, answered calls, and more.
Meet specific quality measures for patient service and call resolution.
Achieve and maintain scheduling utilization of 85% or higher.
Adhere to compliance and HIPPA regulations.
Reports to a Patient Support Supervisor.
Other duties as assigned.