Patient Support Specialist

Spectrum Medical Care Center Job Description

Patient Support Specialist

Supervision: Call Center Supervisor

FT/PT Status: Full-time

Non-exempt

Location: Spectrum Medical – Phoenix, AZ

JOB SUMMARY

The Customer Service Specialist, under the direction of the Call Center Supervisor, is responsible for providing excellent customer service and assistance to potential and existing patients and community members.

MAJOR RESPONSIBILITIES

• Answer incoming telephone calls
• Schedule new and Existing Patient Appointments for all Spectrum Medical Providers according to established guidelines
• Assist patients and customers with requests for information, complaints, making appointments, and resolving issues.
• Screen calls, take messages and route them to the appropriate Spectrum Medical department and staff.
• Update any changes of patient’s information in Electronic Health Record (EHR) including documenting telephone encounters, when appropriate.
• Completes new patient registration and intake.
• Conduct outbound calls to patients to provide information, follow up on messages left, or schedule appointments.
• Verify Insurance and PBM Benefits
• Collect Co-Pays and Deductibles
• All other duties as assigned by Call Service Supervisor or Customer Service Director

ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE SPECTRUM MEDICAL PERFORMANCE STANDARDS.

JOB REQUIREMENTS

Education

Minimum

High School Diploma or Equivalent

Preferred

N/A

Work Experience

3+ Years working in the healthcare field, previous knowledge of scheduling or equivalent combination of education and experience.

License and certifications

Required skills, knowledge, and abilities

• Bilingual Spanish/English highly preferred
• Ability to function as a team member
• Ability to work independently
• Ability to provide services with cultural competence
• Excellent interpersonal and customer service skills
• Knowledge of HIPAA Regulations, and patient confidentiality
• Comfortable with answering phones in a professional manner
• Ability to complete all aspects of the job
• Ability to communicate effectively and timely
• Ability to prioritize with reporting to two managers
• Ability to perform under a flexible high-volume clinic and still pay attention to detail
• Previous EHR Experience * eClinicalWorks experience preferred*
• Familiar with medical office procedures and terminology

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.

Job Type: Full-time

Pay: $16.00 - $22.80 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)
• Medical Call Center: 1 year (Required)

Language:

• Spanish (Preferred)

Ability to Relocate:

• Phoenix, AZ 85012: Relocate before starting work (Required)

Work Location: In person