Patient Support Operator (Part-Time) On-site
About The Position
The Patient Support Operator is responsible for taking inbound calls and/or placing return calls to patients who require additional support from our 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 patient portal and much more. Uses customer service principles and techniques to provide world class service. Be a champion for our brand, care model, care centers, services, clinicians, and 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. Other duties as assigned.
Requirements
- High School graduate or equivalent
- 1+ years Customer/Patient Service Experience in either a medical office or high-volume call center
- Experience using EMR software applications
Nice To Haves
- Associate’s degree
- Healthcare industry experience
Responsibilities
- Take inbound calls and/or place return calls to patients who require additional support.
- Confirm and/or reschedule appointments.
- Send messages regarding prescription renewals, test results, and referral requests.
- Assist with directions.
- Answer patient questions or concerns regarding the patient portal.
- Use customer service principles and techniques to provide world-class service.
- Be a champion for the brand, care model, care centers, services, clinicians, and patient experience.
- Represent core values to patients and co-workers.
- Provide superior patient service and support with a friendly, positive attitude.
- Answer 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.
- 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.
- Perform other duties as assigned.
Benefits
- Blue Cross and Blue Shield Health benefits
- Dental and vision benefits
- Matching Health Savings Account (HSA)
- Life insurance and short-term & long-term disability
- Paid time off, holidays, and jury duty pay
- 401(k) retirement savings plan with employer match
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
