Patient Service Specialist

Job Details

Job Location
Patient Service Center - Atlanta, GA

Remote Type
Fully Remote

Position Type
Full Time

Travel Percentage
As needed for business requirements.

Job Shift
Day

Job Category
PSC

GENERAL SUMMARY OF DUTIES: The Patient Service Specialist at United Digestive is responsible for advanced level scheduling for all patients to maximize provider schedules through management of the scheduling ASAP or Wait list. Compare the Endo Utilization Report, contact patients on the ASAP/waitlist and move them to a sooner appointment. Review PowerBI Endo appointment capacity report as a guide to identify locations where there are open Endo slots to be filled. Communicate and coordinate with Endo Center leadership on open slots on a local level. Notify PSC leadership team of open slots throughout the footprint so they can support the optimization efforts. Use the Direct Access pending list as an additional resource to fill empty endo slots. When necessary, review providers schedules as a resource to move-forward to open slots. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues.

REPORTS TO: Patient Service Supervisor

RESPONSIBILIITES
Duties include but are not limited to:

• Reviewing ASAP list Vs oepns slots and call patients to Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.
• Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures
• Maintains and updates current information on physicians' schedules and endoscopy block time; schedules patients according to physician availability and preference
• Collects and records accurate patient information according to the UD Documentation Requirements
• Ensures all applicable procedures are scheduled in UD endoscopy suites; coordinates scheduling of procedures in hospital if necessary
• Ensures all applicable ancillary services are scheduled at UD
• Handles requests for information or appointment received via the eCW Patient Portal or UD Website in an efficient and timely manner
• Mails/Emails information packets to patients who are new to the practice
• Addresses questions regarding patient appointments and requests for information from referring providers
• Accurately provides or counsels patients and/ or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary
• Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team
• Answers emails and voicemails and returns patient calls in a timely and efficient manner
• Completes requests for information from other UD staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts
• Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information
• Participates in staff meetings as directed by the Patient Service Supervisor or Manager
• Participates in marketing activities as directed by the Patient Service Supervisor or Manager
• Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager
• Any other duties and/or special projects as assigned

REQUIRED EDUCATION, SKILLS & EXPERIENCE
High School Diploma or GED required; Certified Medical Assistant preferred; strong customer service skills and ability to type 45 words a minute are required; 2-3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred; staff member must be computer literate, able to operate healthcare systems and multiple Microsoft Office applications; bilingual skills are strongly preferred, but not required.
*Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location.

ADDITIONAL SKILLS AND EXPERIENCE
Patient Service Specialist must be able to:

• Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect
• Displays a professional outgoing warm and helpful attitude
• Possesses compassion for dealing with people who are ill and need help
• Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager
• Work under pressure; assess, respond, and communicate issues in a timely manner
• Communicate clearly with patients and coworkers through the telephone, email, and in-person
• Interpret and apply clinical and non-clinical policies and procedures

PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS
Requires sitting and standing associated with a normal office environment; travel as business needs require.