Patient Service Representative

General Job Description

Under general supervision and according to established policies and procedures, the Patient Service Representative is responsible for inbound/outbound call management which includes patient registration, appointment scheduling, referral management and messaging. Maintains, coordinates and provides high-level scheduling support for the healthcare organization. Delivers a high-quality patient experience through satisfactory call resolution within established protocols.

Essential Job Responsibilities:

• Enters patient demographics and schedules office appointments, procedures and consultations and relays pre-visit instructions including paperwork requirements and financial obligations.
• Uses computerized appointment system to match physician/clinician availability with patient’s preferences in terms of date, time and location.
• Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.
• Ensures that updates (e.g., cancellations, reschedules or additions) are tracked accordingly to company guidelines.
• Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling.
• Documents clinical questions or concerns in an electronic message format and relays to applicable staff and providers following established triage guidelines and urgent/emergent protocols.
• Uses customer service principles and techniques to deal with patients calmly and pleasantly.
• Responsible for achieving system metrics to include length of call and number of calls handled during scheduled shift.
• Consults with Call Center Manager about any system problems or issues.
• Demonstrates a high level of critical thinking and detail orientation
• Maintains accuracy and productivity levels as established by department standards.
• Performs, organizes and streamlines operational tasks to reduce the potential for errors.
• Maintains patient safety and confidentiality at all times.
• Travels as required.
• All other duties as assigned by Call Center Supervisor.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work setting:

• Call center
• In-person

Experience:

• call center or customer service: 1 year (Required)

Work Location: In person