What are the responsibilities and job description for the Patient Experience Representative- Infusion position at Dent Neurologic Group LLP?
Dent Neurologic Institute is committed to excellence in all we do. Our culture is built on 4 key pillars: respect, quality, productivity, and well-being. By remaining dedicated to these values and the overall mission, we are dedicated to making a difference for both patients and colleagues. When you join the Dent team, you can take advantage of a variety of benefits:
Responsibilities of Position:
Other Duties
Required Education
- Work-Life Balance(no overnight shifts)
- Medical, Dental & Vision Plans
- Life Insurance
- 401(k) Retirement Plan
- Critical Illness, Accident, & Legal Plans
- Wellness Program
- Learning &Development Opportunities
- Paid Time Off
- Paid Holidays
- Free Onsite Parking at All Locations
Schedule: Monday- Friday, 7:45am - 4:15pm
Position Summary: Responsible for providing excellent customer service for our Infusion center by answering calls in a friendly manor and providing information to referring offices, insurance companies, and patients. All of this will be done in a professional manner while maintaining strict confidentiality of patient information.
Responsibilities of Position:
- Provide excellent customer service in all interactions with patients, clinical support staff, management, and providers
- Demonstrate the ability to work well with high call volumes
- Represents the Dent by displaying a respectful and caring manner with patients and their families. Independently problem solves and utilizes resources to obtain patient information when patient is unable to communicate. Maintains confidentiality of patient information.
- Interacts calmly, respectfully and in a friendly manner with other representatives of services at the Dent. Refers patients to proper resources for Dent policies such as billing and or financial support.
- Demonstrate the ability to accept responsibility for appropriate conduct within the office setting and with other department associates by professional interactions with other
- Demonstrates a thorough understanding of Infusion Center policies and procedures as outlined in the training manual
- Transfer telephone calls to appropriate locations, departments and personnel within the organization
- Work with referring provider offices to schedule patients in a timely and accurate manner, to meet both patient and provider needs
- Create and update patient accounts with demographic and insurance information
- Confirm and cancel patient appointments for all specialties and multiple ancillary services
- Possess an understanding and knowledge of subspecialty and individual provider scheduling protocols and guidelines
- Possess an understanding of injection scheduling protocols and guidelines including when prior authorization is needed
- Possess an understanding of insurance participation, co-pays, and deductibles
- Maintain strict confidentiality of all patient information
- Completes clerical duties in a time efficient manner as set forth by the Manager
- Functions as a member of the health care team related to patient care by interactions and cooperation with physicians and other health care professionals
- Meet or exceed key performance indicators
- Meet or exceed expectations for tone, accuracy, call volumes, response times, and average durations
- Meet or exceed expectations on monthly call grading
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Actively participate in ongoing training and development in a professional manner.
- Reports errors or problems in a timely and professional manner so that appropriate action may be taken for patient care
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Performs other duties as assigned or requested. May include but not limited to:
- Will maintain faxes that arrive on a daily basis and distribute appropriately and in a timely manner
- Provide patients with copay assistance information
- Will assist in maintaining up to date filing of all scanned information.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Required Education
- High School Diploma or GED
Working Conditions:
- Works in seated position, in front of a computer screen long periods of time
- High volume calls, often dealing with emotional patients or care partners
- Constant speaking on telephone with use of a headset
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Compensation:
- Most candidates will start within the first quartile of the pay range
- Rates are commensurate with experience
EEO Statement
Dent Neurologic Institute offers an inclusive work environment built on kindness and respect for all. Dent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws as the basis for an employment decision. All qualified individuals are encouraged to apply and will receive consideration.
Mon-Fri 7:45am - 4:15pm
40 hours/week
Salary : $17 - $19