JOB SUMMARY

As a Patient Services Representative, you will play a pivotal role in providing exceptional customer service to patients and facilitating efficient communication between healthcare professionals. If you have a passion for assisting individuals in a healthcare setting and possess strong communication skills, this role offers an opportunity to contribute to the well-being of our patients.

DUTIES AND RESPONSIBILITIES

Patient Interaction:

• Answer and manage inbound and outbound calls with professionalism, empathy, and a patient-centric approach.
• Provide accurate and timely information regarding medical services, appointments, and general inquiries.
• Demonstrate patience and understanding when addressing patient concerns or inquiries.
• Apply a high level of critical thinking to ensure first call resolution when possible.

Appointment Scheduling:

• Efficiently schedule and confirm patient appointments using the designated scheduling system.
• Collaborate with various departments to coordinate and optimize appointment availability.

Documentation and Record Keeping:

• Maintain accurate and confidential patient records during and after each interaction.
• Update patient information as needed and ensure compliance with data security and privacy regulations.

Insurance Assistance:

• Assist patients with insurance-related queries, including verification, pre-authorizations, and billing inquiries.
• Collaborate with the billing department to address patient payment concerns.
• Communication Coordination:

• Route calls to the appropriate healthcare professionals or departments based on the nature of the inquiry.
• Effectively communicate with clinical care team to relay patient observations and concerns.

Adherence to Protocols:

• Adhere to established protocols and guidelines to ensure consistent and high-quality service.
• Follow safety standards and regulations to ensure a secure and compliant patient services center environment.

Requirements

• Proven experience in a call center or customer service role, preferably within a medical or healthcare setting.
• Strong communication skills with the ability to convey complex medical information clearly and concisely.
• Familiarity with medical terminology and procedures.
• Ability to handle a high volume of calls in a fast-paced environment with efficiency and accuracy.
• Empathetic and patient-focused approach when dealing with inquiries and concerns.
• Basic computer skills and proficiency in relevant software applications.
• Ability to maintain confidentiality and adhere to HIPAA regulations.
• Experience with Epic electronic medical records system preferred.
• Bilingual (fluency in speaking Spanish) preferred but not required.
• Other duties as assigned.