Patient Services Representative

Responsibilities:

• Support an environment that reinforces Rebound’s mission and Core Values of Superior Service, Teamwork, Integrity, Innovation, Quality and Recognition.
• Answer inbound phone lines for Scheduling Call Center and support Clinical Call Center phone coverage as operationally needed.
• Screen incoming calls, provide appropriate information within scope of practice and route messages/tasks to patients or clinical staff as appropriate.
• Schedule, coordinate and reschedule patient appointments in accordance with provider protocols.
• Verify insurance eligibility and utilize payer/insurance portals and available resources to support accurate scheduling and coverage review.
• Follow up on in basket messages and emails in a timely manner.
• Perform outreach for triaged referrals and schedule patients in accordance with provider protocols and insurance requirements.
• Work pre-registration work queue to resolve missing registration information required for appointment readiness. 
• Monitor Call Center workflow demands to support timely turnaround and minimize queue delays.
• Meet established department productivity, quality, and performance metrics as defined by leadership.
• Develop and maintain collaborative working relationships with all team members. 
• Attend meetings as required.
• Maintain a high degree of confidentiality and abide by all HIPAA rules and regulations.
• Perform related work as required.
  

Qualifications:

• High School Diploma or GED. 
• Work related experience, preferably in a medical office, and/or call center setting including experience with a multi-line phone and queue management system preferred.
• Working knowledge of medical terminology and flow of medical practices required. 
• Experience working with Electronic Health Records systems required.
• Work related experience with Microsoft Applications preferred
• Ability to work in a call center setting consisting of a high volume of calls and typing.
• Ability to manage difficult and stressful situations. 
• Strong problematic resolution skills. 
• Knowledge of business office procedures. 
• Knowledge of grammar, spelling and punctuation to communicate patient information. 
• Skill in operating a computer and photocopy machine. 
• Ability to speak clearly and concisely. 
• Ability to read, understand, and follow oral and written instructions. 
• Ability to establish and maintain effective working relationships with patients, providers, employees and the general public.

• Work may require sitting for long periods of time. 
• Requires manual dexterity sufficient to operate a keyboard, type at 30 wpm; operate telephone, headset, copier and scheduling software. 
• Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. 
• It is necessary to view and type on computer screens for long periods and to work in an environment which can be fast-paced and constantly interrupted.
• Work is performed in an office environment. 
• Involves frequent telephone contact with patients and providers. 
• Work is continuous and fast-paced. 
• Interaction with others is constant and interruptive. 
• Contact involves dealing with injured people.

We are proud to Offer:

• Medical/Vision/Rx 
• Dental 
• 401(K) Retirement Plan, including discretionary profit sharing and Cash Balance Plan
• Company paid Life Insurance/AD&D
• Voluntary Life insurance/AD&D
• Company paid short and long-term disability
• Flexible Spending and Health Saving Accounts
• Employee Assistance Program 
• Free Parking
• Paid Time Off accrued at up to 24 days in your first year based on FTE

This is a great opportunity to work in a quality organization with Top Doctors in the Northwest. At Rebound, our goal is to cultivate an organization that offers superior patient-centered medical care, with mutual respect and cooperation in a positive and supportive environment. Come join our team!