Patient Services Representative - BRGP

JOB PURPOSE & MISSION

We are seeking a compassionate and dedicated Healthcare Contact Center representative to join our team. In this role, you will provide exceptional customer service to patients, healthcare providers, and other stakeholders by addressing inquiries, scheduling appointments, managing requests, and ensuring a positive experience. You will play a key role in ensuring our patients' needs are met efficiently and with care.

Essential Job Functions include, but are not limited to:

• Customer Service

• Respond to incoming calls, emails, and chat inquiries from patients, healthcare providers, and others with professionalism and empathy.
• Answer and manage inbound and outbound communication with a patient-centric approach.
• Provide accurate and timely information regarding services, appointments, and general inquiries.
• Demonstrate patience and understanding when addressing patient concerns or inquiries.
• Effectively address and resolve patient complaints or issues, escalating to a supervisor when necessary.
• Apply a high level of critical thinking to ensure first call resolution when possible.

• Appointment Scheduling
  • Assist patients in scheduling appointments, processing cancellations or reschedules, and providing detailed information about services, doctors, and office locations.
  • Effectively communicate with clinical care team to relay patient observations and concerns.

• Documentation
  • Maintain accurate and confidential patient records and complete notes during and after each interaction.
  • Update patient information as needed and ensure compliance with data security and privacy regulations.

• System Routing
  • Route calls to the appropriate healthcare professionals or departments based on the nature of the inquiry (ex: billing, medical records, etc.)

• Adherence to Protocols
  • Adhere to established protocols and guidelines (ex: The Patient Services Center method) to ensure consistent and high-quality service.
  • Follow safety standards and regulations to ensure a secure and compliant patient services center environment.
  • Stay current on healthcare policies, services, and systems to provide accurate information to all customers.

• Performs all other duties as assigned

JOB REQUIREMENTS

Experience

Required: Proven experience in a call center or customer service role

Preferred: Prior call center experience within a medical or healthcare setting

Education

Required: None

Certifications & Licensure

Required: None

Special Skills or Knowledge

Required:

• Familiarity with medical terminology and procedures
• Basic computer skills and proficiency in relevant software applications
• Strong communication skills
• Ability to convey complex medical information clearly and concisely
• Ability to handle a high volume of calls in a fast-paced environment with efficiency and accuracy
• Empathetic and patient-focused approach when dealing with inquiries and concerns
• Ability to maintain confidentiality and adhere to HIPAA regulations

Preferred:

• Experience with Epic electronic medical records system
• Bilingual (fluency in speaking Spanish)

HIPAA & SAFETY REQUIREMENTS

HIPAA - Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to Job Position including but not limited to: Medical records w/o limitation both paper and electronic, patient demographics, lab and radiology results, patient information related to surgery or appointment schedules, medical records related to quality data, patient financial information, patient billing 3rd party, patient related complaints, information related to patient location, patients’ religious beliefs, research information and/or public health records.

SAFETY - Maintains knowledge of and adherence to all applicable safety practices appropriate to Job Position including but not limited to: Incident reporting, exposure control plans, hand washing, environment of care, and patient identification.

PERFORMANCE CRITERIA & STANDARDS

Everyday Excellence Values - Employee demonstrates Everyday Excellence values in the day-to-day performance of their job.

• Demonstrates courtesy and caring to each other, patients and their families, physicians, and the community.
• Takes initiative in living our Everyday Excellence values and vital signs.
• Takes initiative in identifying customer needs before the customer asks.
• Participates in teamwork willingly and with enthusiasm.
• Demonstrates respect for the dignity and privacy needs of customers through personal action and attention to the environment of care.
• Keeps customers informed, answers customer questions and anticipates information needs of customers

Corporate Compliance - Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines and the GHS Corporate Compliance Guidelines.

• Practices diligence in fulfilling the regulatory and legal requirements of the position and department.
• Maintains accurate and reliable patient/organizational records.
• Maintains professional relationships with appropriate officials; communicates honestly and completely; behaves in a fair and nondiscriminatory manner in all professional contacts.

Personal Achievement - Employee demonstrates initiative in achieving work goals and meeting personal objectives.

• Uses accepted procedures and practices to complete assignments. Uses creative and proactive solutions to achieve objectives even when workload and demands are high.
• Adheres to high moral principles of honesty, loyalty, sincerity, and fairness.
• Upholds the ethical standards of the organization.

Performance Improvement - Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his/her job performance.

• Optimizes talents, skills, and abilities in achieving excellence in meeting and exceeding customer expectations.
• Initiates or redesigns to continuously improve work processes.
• Contributes ideas and suggestions to improve approaches to work processes.
• Willingly participates in organization and/or department quality initiatives.

Cost Management - Employee demonstrates effective cost management practices.

• Effectively manages time and resources
• Makes conscious effort to effectively utilize the resources of the organization — material, human, and financial.
• Consistently looks for and uses resource saving processes.

Patient & Employee Safety - Employee actively participates in and demonstrates effective patient and employee safety practices.

• Employee effectively communicates, demonstrates, coordinates and emphasizes patient and employee safety.
• Employee proactively reports errors, potential errors, injuries or potential injuries.
• Employee demonstrates departmental specific patient and employee safety standards at all times.

Employee demonstrates the use of proper safety techniques, equipment and devices and follows safety policies, procedure