Patient Communication Specialist

Job Type
Full-time
Description
Pelvic Rehabilitation Medicine is a physician-led specialty healthcare organization whose core business is providing evidence-based, individualized treatment services for chronic pelvic pain patients. Approximately 15-25% of men and women suffer from pelvic discomfort. In the US chronic pelvic pain affects 28 million women and is projected to grow to 43.6 million by 2050 according to the NICHD.
Persistent pelvic pain is often overlooked, untreated, and misguided. At PRM, our mission is to decrease the time patients are suffering from pelvic pain symptoms. Pelvic Rehabilitation Medicine has positioned itself at the center of the pelvic pain ecosystem. We are nationally recognized experts dedicated to reducing the number of people suffering from this affliction.
Our unique in-office, ultrasound-guided approach to the pelvis is the first of its kind in the country. Our team focuses on diagnosing and treating chronic pelvic pain in women and men with a procedure that is safe, effective, and more comfortable than what has been offered by pelvic pain providers in the past.
Pelvic Rehabilitation Medicine was formed in 2017 and is headquartered in West Palm Beach, FL. Since its inception, PRM has experienced rapid growth and routinely attracts patients from across the US and internationally. Pelvic Rehabilitation Medicine's fast-paced success has garnered the investment community's attention, positioning it to expand into new markets.
JOB TITLE: Healthcare Contact Center - Patient Communication Specialist
TYPE: Remote (after 6-8 weeks)*
DEPARTMENT: Operations
REPORTS TO: Director of Marketing
Hours: Mon-Fri 9:00 am - 5:00 pm
SALARY: $18-20 per hour
*Employee will be eligible to participate in an incentive compensation program tied to performance metrics.
BENEFITS: Health, Vision and Dental, Paid holiday and PTO, FSA, High-income potential with base and bonus structure
Remote Work Details:
*The employee hired for this position must be willing to attend 6-8 weeks of training at our headquarters located in West Palm Beach, FL. Once training is completed the position will convert to a remote position, reporting to headquarters on a case-by-case basis as required.
ROLE OVERVIEW:
This position is responsible for providing effective customer service to patients driven by marketing channels. These patients will primarily be considered "inbound leads" and the position's primary responsibility will be to handle the scheduling of new patient visits by responding to a high volume of inbound requests via online request forms. This will involve making outbound calls to patients that have requested appointments and answering patient questions. This person will ensure patients consistently understand the mission of PRM and are able to easily book an appointment at one of PRM's nationwide offices.
This role will be held to the performance standards of a fast-paced contact center that maintains an internal sales culture - a candidate who thrives in an environment that is all about supporting business growth and loves talking to people and ensuring they have their needs met should apply right away!
The ideal candidate for this role will have a passion for helping others and making a difference in their lives and have a drive for ensuring that every patient interaction results in an appointment on the schedule, a patient feeling as if they have all their answers, or the referring community knowing PRM is their partner.
Duties and Responsibilities:

• Following up on patient requests for appointments in a timely manner (within 1 hour). Must be able to handle a high volume of outgoing calls per day, typically 50-100 calls.
• Managing the flow of marketing patient leads - inclusive of website CRM and paid media intake forms - collecting data and routing into eCW, while also using Salesforce CRM for data tracking.
• Managing intake and processes within software systems to ensure complete and accurate patient information is documented and patients are contacted and scheduled for a visit and/or a marketing follow-up as needed.
• Achieving performance targets in line with business objectives for assigned areas as agreed upon and set with leadership.
• Handling prospective patient needs such as: scheduling patient appointments, information requests, and notifications to our clinical offices as required via telephone calls and written notification to patients.
• Screening and routing patient calls to other departments efficiently as needed, ensuring accurate patient data is routed into scheduling software (eCW).
• Listening intently when reviewing patient experiences and care concerns by actively listening, instilling trust and confidence, and conveying professionalism to patients, providers, and staff members involved.
• Obtaining complete and accurate clinical, demographic, and financial information during the scheduling process, making sure to enter data in the scheduling system and other applications.
• Collecting relevant caller data on every call to assist with measurement, tracking, and reporting activities to ensure timely patient follow-up and resolution of all appointment requests.
• Collecting all data necessary for the basic pre-registration and insurance verification and authorization process.
• Providing patients with prep and other appointment instructions via phone and email as necessary.
• Sending electronic messages (telephone encounters) to clinical staff according to workflows.
• Recognizing an emergent situation and triaging calls to appropriate departments (Billing, Clinical, Operations).
• Collecting relevant caller data to assist with measurement, tracking, and reporting activities.
• Other duties as assigned.

• Confidentiality of Information: This role has full access to patients' Protected Health Information (PHI) and must adhere to all confidentiality and privacy policies and procedures as required by HIPAA (Health Insurance Portability and Accountability Act of 1996).
• Ability to meet performance standards of a fast-paced call center that handles a large volume of patient requests makes a large volume of outbound calls to follow up with marketing/website appointment requests.
• Ability to answer incoming telephone calls in a fast-paced call center environment.
• Must be able to multi-task (i.e., accurately research and document calls while speaking on the telephone) with appropriate speed and accuracy.
• Ability to analyze complex provider schedules and workflows.
• Ability to assess the root cause of the inquiry to provide a first-call resolution - which is often scheduling an appointment.
• Always maintain positive customer service and articulate well when speaking to patients, family members, employees, and medical staff.
• Prior customer service experience.
• High school or equivalent (Required).
• 1+ years of experience working in healthcare.
• Experience working with a team.

• College Degree.
• Sales Experience or relevant education and experience in sales-driven customer service is preferred.
• Previous experience in a call center and/or medical practice is desired.
• Familiarity with medical terminology.
• Experience working at the front desk of a clinic, scheduling patients.
• Strong clerical skills, PC skills, and comfort using multiple programs simultaneously.
• Strong written and oral communication skills.
• Effective organizational, time management, and prioritization skills.
• Consistent follow-through skills.
• The ability to adapt to change to meet the needs of the clients and department.
• The ability to work independently and in a team environment.