What are the responsibilities and job description for the Patient Services Representative Specialist position at CommUnityCare Health Centers?
- CENTRAL TEXAS ONLY**
Essential Duties
- Provide exceptional customer service to all patients, including but not limited to, scheduling and confirming appointments, using a multiline phone, and performing data entry into the EPIC Electronic Practice Management (EPM) system.
- Accurately and promptly schedule, reschedule, and cancel physician patient appointments for the convenience of the patient and/or their representative.
- Maximize CommUnityCare resources through efficient scheduling practices.
- Appoint and know protocols/practices for CUC specialty clinics. Use independent judgement combined with protocols to appoint a variety of specialty clinics across the organization.
- Interview new patients and/or their representative to identify the proper match with a CommUnityCare clinic and primary care provider (PCP). Gather patient demographic and insurance information to begin the scheduling process.
- Identify urgent scheduling needs and prioritize them with the appropriate clinic.
- Resolve patient inquiries, including explanation of
- Benefits and eligibility information
- Billing and payment options
- PCP selection
- Specialty clinic protocols and procedures
- Authorization for treatment
- Facilitate connection to financial screening services.
- Perform other duties as assigned.
- Ensure a positive patient experience through professional interaction with patients and proper phone greeting etiquette. Maintain strict confidentiality of personal health information (PHI).
- Maintain patient experience metrics (including talk time, wrap up time, call abandonment, wait time between incoming calls and wait time before call is answered) below targeted levels.
- Obtain satisfactory scores on PNC-related items on the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Patient-Centered Medical Home (PCMH) and any other survey tool.
- Schedule appointments accurately and efficiently, using established guidelines for open access and load leveling.
- Understand intricacies of specialty appointing, protocols, and appoint to a variety of specialty procedure schedules.
- Follow standardized patient scheduling practices, utilizing telephone scripts as provided.
- Maintain a positive and flexible attitude, cooperate and work collaboratively to help others.
- Embrace diversity throughout the workplace with patients, their families, and co-workers by making a genuine effort to understand the needs of others.
- Collaborate with all departments and divisions of CommUnityCare to provide patient-centered care.
- Follow the CommUnityCare Code of Conduct and exhibit CommUnityCare Core Values at all times
- Knowledge of appointment scheduling and insurance verification procedures.
- Minimum 6 months experience appointing primary care for CommUnityCare
- Must meet or exceed metric evaluation scores
- Ability to implement Open Access principles, including load leveling.
- Strong customer service skills, including the ability to resolve patient complaints or refer them appropriately to the manager/supervisor.
- Working knowledge of the EPIC EPM/EMR Systems and standard Microsoft Office tools, including Outlook, Word, and Excel.
- Bilingual (English/Spanish) strongly preferred
- Ability to multitask while working in a fast-paced environment.
MINIMUM EXPERIENCE
- Minimum of 1 year previous experience in a medical or call-center setting required.
- Previous scheduling, registration, billing, or administrative assistant experience preferred