About Us:

Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.

With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.

Job Summary:

The Patient Service Representative (PSR) – Call Center position is the first point of contact for Wayne Health. They provide excellent customer service when answering incoming calls from patients and the public, schedule appointments, make follow-up phone calls, address complaints, troubleshoot problems and provide information to patients and public.

Additionally, the Patient Service Representative (PSR) – Call Center position will perform reception and clerical duties in an outpatient clinical setting which involves constant interaction with patients, Physicians, and other clinical team members. The Patient Service Representative (PSR) - Call Center role demonstrates a commitment to a patient-centric, efficient health care delivery system that focuses on quality, safety, and operational excellence.

Job Description:

Essential Duties and Responsibilities:

• Answer Wayne Health calls

• Schedule appointments for new and returning patients

• Update patient information and patient registration

• Call patients who have missed their appointments for follow up or rescheduling

• Schedule appointments for imaging, lab visits, vaccinations, etc.

• Responds to patient/customer inquiries both over the phone and by email

• Research required information using available resources

• Respond to and resolve patient complaints

• Process referral requests

• Identify and escalate urgent and emergent patient questions

• Route calls to appropriate resources when unable to resolve the complaint/concern directly

• Follow up with patients and callers within predefined timeframes set by departments

• Document all call information according to standard operating procedures

• Exercise sound judgement and decision-making skills

• Communicate clearly, take initiative and is flexible

• Exhibit good interpersonal communications skills

• Convey a positive and professional image to the patients and the public

• Work well under pressure

• Contribute to the team effort

• Accurately posts all charges for the date of service to the system and runs daily reports to ensure all charges are posted and completed batches are closed

• Collect co-pays, fees for services, past due balances and post payments according to established policies

• Reconcile monies collected with encounter form receipts or daily cash logs and maintains an accurate amount of petty cash

• Prepare reconciliation forms and bank deposits for each practice date

• Schedule patient appointments according to defined protocols

• Verify prior authorizations, referrals, insurance coverage/policies and patient demographics

• Provides excellent telephone etiquette for all calls

• Document and communicates messages accurately to the appropriate personnel/staff members

• Provide excellent customer service, anticipate and respond to needs of others, provide assistance in a courteous and timely manner, treats others with care and respect while maintaining privacy, confidentiality and dignity

• Maintain a safe and clean work area and patient environment

• Adhere to the Patient Service Representative dress code (Wayne Health Employee Handbook) and maintain a professional appearance that complies with the Wayne Health dress code

• Travel to other Wayne Health clinic locations as needed

• Attend all required meetings

• Follow Quality and Patient Safety protocols including PCMH Initiatives

• Demonstrates ability to learn EHR and follow instructions in that system

• Protect patients' rights by maintaining confidentiality of personal and financial information

• Consistently demonstrate and uphold Wayne Health's principles for providing high quality care to all patients in a professional and courteous manner

• Perform additional work duties as assigned

Education, Licensure/Certification, and Training:

• High School Diploma or equivalent required

• Minimum 2 - 3 years Call Center or Physician Office experience

Skills and Abilities:

• Run reports to ensure that charges posted accurately, and that completed batches are closed

• Proficiency in Microsoft Word and Excel

• Knowledge of basic medical terminology

• Basic office skills including typing 35 wpm and accurately enter alpha numeric data

• Possess excellent verbal, written communication and problem-solving skills

• Excellent interpersonal skills necessary to establish and maintain productive working relationships with Physicians, patients, and their families and other people both inside and outside the clinical practice area

• Excellent customer service skills including the ability to use independent thinking, sound judgement and creativity when resolving customer issues or concerns

• Ability to effectively work independently and with a team

• Manage multiple tasks with shifting priorities

• Knowledge of medical insurance and medical office billing

• Proficient in navigating EHR, Nextgen or Athena system preferred

• Ability to stand/sit for long periods of times and lift up to 50 pounds

• Requires sensitivity to work with seriously ill patients and their families

• Competency of customer service skills

Safety Requirements:

• Compliance with Department Health and Safety policies and procedures

Working Conditions/Schedule:

• 40-hour work week, hours and days to be determined by the business needs of the department. Additional hours may be required

Wayne Health is an EEO/AA/Veteran/Disability Employer