JOB SUMMARY

We are seeking a highly motivated and compassionate individual to join our Patient Services team. As a Patient Services Representative, you will play a crucial role in providing exceptional customer service and support to our patients, the public, and external healthcare facilities. Your primary responsibility will be to handle incoming calls, answer inquiries and assist callers with various healthcare related matters. This position requires excellent communication skills, empathy, and the ability to multitask effectively in a fast-paced environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handle inbound calls while providing accurate and timely assistance.

• Serves as the first point of contact for inquiries related to appointments, health questions or concerns, and all other general information about Valley Health Care, Inc. services.

• Listen attentively to callers, identify their needs, and provide appropriate solutions or escalate complex issues to the relevant department or supervisor.

• Maintain a professional and empathetic demeanor while demonstrating patience, compassion, and understanding towards patients.

• Utilize computer systems and electronic medical records (EMR) to access patient records, update information, and document call details accurately.

• Follow established call center protocols and standard operating procedures to ensure compliance with company policies, industry regulations, and patient confidentiality guidelines, such as HIPAA.

• Collaborate with team members and cross-functional departments to resolve patient inquiries and provide seamless care.

• Continuously enhance knowledge of VHC services, procedures, payment options, and relevant regulations to provide accurate and up-to-date information to patients.

• Participate in training sessions, team meetings, and performance evaluations as required.

• Uphold the Code of Ethics and mission of VHC by conducting professional activities with honesty, integrity, respect, fairness, and good faith in a way that reflects well on the organization.

• Attend staff meetings when required.

• Other duties as assigned.

EDUCATION & EXPERIENCE

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or equivalent. Some college education or experience in healthcare, customer service or a related field is preferred.

Minimum Qualifications

• Excellent verbal and written communication skills with the ability to convey complex information clearly and concisely.

• Empathetic and patient approach, with the ability to remain calm and composed during challenging interactions.

• Strong multitasking abilities to handle multiple calls, navigate computer systems and document information simultaneously.

• Familiarity with electronic medical records (EMR) or similar software systems is preferred.

• Understanding medical terminology, healthcare procedures, and insurance concepts is beneficial.

• Adherence to ethical guidelines and a commitment to maintaining patient confidentiality.

• Proficient computer skills and the ability to learn new software applications quickly.

• Ability to work flexible hours based on the needs of patient Services operations.

• Must be able to interpret medical and work environment-related documents involving patient care, program descriptions, government regulations, and VHC policy and procedures.