Patient Services Team Support Representative

Job Description:

The Patient Services Team Support Representative (PSTSR) will be assisting with the incoming phone calls from the Call Center to the teams. The PSTSR will make sure that the incoming calls are taken as they should and assist the call with its needs. The Patient Services Team Support Representative (PSTSR) will be settled in-person in one of the medical teams at the Patient Services Front desk pool. The staff will assist patients by following and utilizing high quality customer service, policies, procedures, and protocols in every patient interaction at every inbound call. The PSTRS will confirm and update patient demographics, schedule medical and behavioral appointments and follow up appointments as needed. The PSTSR will provide the best call resolution and accuracy ensuring efficient patient flow and positive outcome, consistent high-quality service, problem-solving and deescalating issues, or concerns. The Patient Services Team Support Representative will be the link between the Call Center agents and the team in the back that includes providers, nurses, and Medical Assistants. The staff will be able to take calls, submit/complete tasks, warm transfer of calls, and verify health insurance. The staff will be cross trained with other Patient Services Representatives to ensure sustained coverage and services quality. The PSTSR must comply with HIPAA rules and regulations and be able to secure high quality work with minimum supervision.

Educational Requirements:

Must have two to four years college, post high school/GED training, or a combination of education and relevant work experience required.

Experience Required:

Two years relevant work experience required including demonstrated customer service, accurate data entry, and welcoming reception for patients.

Professional Licensure/Special Skills and Certification Required:

Medical Office Administration certificate strongly preferred. Bilingual English/Spanish required, or as needed to support other health center languages.

Reporting Relationship:

Reports directly to the Patient Services Supervisor

EOE