Job Description
Patient Resource Center
The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.
TITLE: Patient Resource Representative I
JOB OVERVIEW: The Patient Resource Representative I is responsible for inbound call handling for Primary and Specialty Clinics supported by the Patient Resource Center.
AREA OF ASSIGNMENT: Patient Resource Center
HOURS OF WORK: As assigned
RESPONSIBLE TO: Supervisor, Patient Resource Center
PREREQUISITES:
High School Graduate or equivalent (G.E.D.) preferred.
Minimum of 2 years of experience in a call center, or 1 year in a physician's office; with experience using multi-line phone systems, Electronic Medical Record systems, and working with several software programs at the same time.
Demonstrates basic skills in keyboarding (35 wpm)
Computer experience in a windows-based environment.
Excellent communication skills including verbal, written, and listening.
Excellent customer service skills.
Knowledge of medical terminology and abbreviations. Ability to spell and understand commonly used terms, preferred.
QUALIFICATIONS:
Ability to function effectively and interact positively with patients, peers and providers at all times.
Ability to access, analyze, apply and adhere to departmental protocols, policies and guidelines.
Ability to provide verbal and written instructions.
Demonstrates understanding and adherence to compliance standards.
Demonstrates excellent customer service skills throughout every interaction with patients, customers, and staff:
Ability to communicate effectively in verbal and written form.
Ability to actively listen to callers, analyze their needs and determine the appropriate action based on the callers needs.
Ability to maintain a calm and professional demeanor during every interaction.
Ability to interact tactfully and show empathy.
Ability to communicate and work effectively with the physical and emotional development of all age groups.
Ability to analyze and solve complex problems that may require research and creative solutions with patient on the telephone line.
Ability to document per template requirements, gather pertinent information and enter data into computer while talking with callers.
Ability to utilize third party payer/insurance portals to identify insurance coverage and eligibility.
Ability to multitask while successfully utilizing varying computer tools and software packages, including:
Utilize multiple monitors in facilitation of workflow management.
Electronic Medical Records
Telephone software systems
Microsoft Office Programs
Ability to successfully navigate and utilize the Microsoft office suite programs.
Ability to work in a fast-paced environment while handling a high volume of inbound calls.
Ability to meet or exceed department performance standards for Quality, Accuracy, Volume and Pace.
Ability to speak, spell and utilize appropriate grammar and sentence structure.
UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT AND WORKING CONDITIONS:
See Generic Job Description for Administrative Partner.
PERFORMANCE RESPONSIBILITIES:
Generic Job Functions: See Generic Job Description for Administrative Partner.
Essential Responsibilities and Competencies:
In-depth knowledge of UW VMC Medicine's mission, vision, and service offerings.
Demonstrates all expectations outlined in the VMC Caregiver Commitment throughout every interaction with patients, customers, and staff.
Delivers Excellent customer service throughout each interaction.
Provides first call resolution, whenever possible.
Acknowledge if patient is upset and de-escalate using key words and providing options for resolution.
Identify and assess patients' needs to determine the best action for each patient. This is done through active listening and asking questions to determine the best path forward.
A knowledgeable resource for patient/customers that works to build confidence and trust in the VMC health care system.
Schedules appointments in Epic by following scheduling guidelines and utilizing tools and resources to accurately appoint patient.
Strives to meet patients Access needs for timeliness and provider, whenever possible.
Applies VMC registration standards to ensure patient records are accurate and up to date.
Ensures accurate and complete insurance registration through the scheduling process, including Verifies insurance eligibility or updates that may be needed.
Reviews registration work queue for incomplete work and resolves errors prior to patient arrival at the clinic.
Utilizes protocols to identify when clinical escalation is needed based on the symptoms that patients report when calling.
Takes accurate and complete messages for clinic providers, staff and management.
Relays information in alignment with protocols and provides guidance in alignment with patient's needs.
Routes calls to appropriate clinics, support services, or community resource when needed.
Coordinates resources when needed for patients, such as interpreter services, transportation or connecting with other resources needed for our patient to be successful in obtaining the care they need.
Identifies, researches, and resolves patient questions and inquiries about their care and the UW VMC health care system.
Other duties as assigned.
Created: 1/21
Grade: OPEIUH
FLSA: NE
CC: 8318
PREREQUISITES:
High School Graduate or equivalent (G.E.D.) preferred.
Minimum of 2 years of experience in a call center, or 1 year in a physician's office; with experience using multi-line phone systems, Electronic Medical Record systems, and working with several software programs at the same time.
Demonstrates basic skills in keyboarding (35 wpm)
Computer experience in a windows-based environment.
Excellent communication skills including verbal, written, and listening.
Excellent customer service skills.
Knowledge of medical terminology and abbreviations. Ability to spell and understand commonly used terms, preferred.
QUALIFICATIONS:
Ability to function effectively and interact positively with patients, peers and providers at all times.
Ability to access, analyze, apply and adhere to departmental protocols, policies and guidelines.
Ability to provide verbal and written instructions.
Demonstrates understanding and adherence to compliance standards.
Demonstrates excellent customer service skills throughout every interaction with patients, customers, and staff:
Ability to communicate effectively in verbal and written form.
Ability to actively listen to callers, analyze their needs and determine the appropriate action based on the callers needs.
Ability to maintain a calm and professional demeanor during every interaction.
Ability to interact tactfully and show empathy.
Ability to communicate and work effectively with the physical and emotional development of all age groups.
Ability to analyze and solve complex problems that may require research and creative solutions with patient on the telephone line.
Ability to document per template requirements, gather pertinent information and enter data into computer while talking with callers.
Ability to utilize third party payer/insurance portals to identify insurance coverage and eligibility.
Ability to multitask while successfully utilizing varying computer tools and software packages, including:
Utilize multiple monitors in facilitation of workflow management.
Electronic Medical Records
Telephone software systems
Microsoft Office Programs
Ability to successfully navigate and utilize the Microsoft office suite programs.
Ability to work in a fast-paced environment while handling a high volume of inbound calls.
Ability to meet or exceed department performance standards for Quality, Accuracy, Volume and Pace.
Ability to speak, spell and utilize appropriate grammar and sentence structure.