Patient Service Representative Job Details Job Location Patient Service Center - Atlanta, GA Position Type Full Time Travel Percentage As needed for business requirements. Job Shift Day Job Category PSC **GENERAL SUMMARY OF DUTIES**: Responsible for advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for: procedures, follow-up office visits, and ancillary services. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues.

**LOCATION**: Potential remote position

**REPORTS TO:** Patient Service Manager

**RESPONSIBILITIES**

Duties include but are not limited to:

- Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.

- Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures

- Maintains and updates current information on physicians schedules and endoscopy block time; schedules patients according to physician availability and preference

- Collects and records accurate patient information according to the AGA Documentation Requirements

- Ensures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessary

- Ensures all applicable ancillary services are scheduled at AGA

- Handles requests for information or appointment received via the eCW Patient Portal or AGA Website in an efficient and timely manner

- Mails/Emails information packets to patients who are new to the practice

- Addresses questions regarding patient appointments and requests for information from referring providers

- Accurately provides or counsels patients and/ or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary

- Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team

- Answers emails and voicemails and returns patient calls in a timely and efficient manner

- Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts

- Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information

- Participates in staff meetings as directed by the Patient Service Supervisor or Manager

- Participates in marketing activities as directed by the Patient Service Supervisor or Manager

- Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager

- Any other duties and/or special projects as assigned

**REQUIRED EDUCATION, SKILLS & EXPERIENCE**

High School Diploma or GED required; Certified Medical Assistant preferred; strong customer service skills and ability to type 45 words a minute are required; 2-3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred; staff member must be computer literate, able to operate healthcare systems and multiple Microsoft Office applications; bilingual skills are strongly preferred, but not required.

**Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location.*

**ADDITIONAL SKILLS AND EXPERIENCE**

Patient Service Representative must be able to:

- Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect

- Displays a professional outgoing warm and helpful attitude

- Possesses compassion for dealing with people who are ill and need help

- Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager

- Work under pressure; assess, respond, and communicate issues in a timely manner

- Communicate clearly with patients and coworkers through the telephone, email, and in-person

- Interpret and apply clinical and non-clinical policies and procedures

**PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS**

Requires sitting and standing associated with a normal office environment; travel within the Metro area required.