Job Description
Job Description
Position Summary :
The Patient Support Team Member is responsible for answering incoming calls and responding to inquiries to the Patient Support Center in a timely and compassionate manner. This position warmly responds with information, assistance, and / or transfers the call to appropriate person or department. As a first point of contact, this role will create a positive, lasting impression for Commonwealth Pain & Spine patients, referring physicians, and every other caller in accordance with CP&S operating standards.
Commonwealth Pain & Spine is a pain management network dedicated to improving the lives of our patients by treating their pain with the utmost respect and providing them with the most innovative, safe, responsible, and clinically proven pain relief possible. Our team of best-in-class physicians, administrators, and staff empathizes with the needs of our patients. We recognize that their pain is exhausting and debilitating and limits their quality of life. Relief from chronic pain is achievable in various degrees through our intelligent and multimodal team-based approach. Our entire team is committed to providing levels of patient satisfaction and overall clinical outcomes that far exceed the expectations of the medical community, referring physicians, and our customers.
Benefits :
- Competitive compensation
- License and DEA Reimbursement
- Annual Education / CME reimbursement
- Comprehensive Health / Vision / Dental insurance options
- Great PTO plan PLUS Paid Holidays
- 401k and matching available
Commonwealth Pain and Spine is an Equal Employment Opportunity Employer! Responsibilities
Along with a team of Specialists, answers a high volume of incoming calls with extraordinary customer service with a focus on compassionate patient care, sometimes upwards of 150 calls each dayResponds sincerely to patient general information requests and / or inquiriesSet the patient’s expectations for their first call to their visit, ensuring an outstanding patient experienceMaintains physician and clinical service informationFacilitates physician consultation requests; assists with patient referrals; transfers callers to clinical departments, as neededSchedules patient appointments; pre-registers patients; obtains patient demographic and insurance information and updates; cancels / reschedules appointments accurately within the athenahealth EMR systemProvides assistance with scheduling and interface reports and editsAnswering telephone encounters / returning all voicemail calls / ensuring standards are met by all staff efficiently and accuratelyResponding to telephone encounters from all offices / trouble shooting flow issues within Patient Support Team and clinicField non-clinical patient questions or transfer to appropriate clinical partiesVerifying accurate information provided to patients in clinic and through phone callsEnsuring accurate follow up regarding treatment plans / medications / referralsTreat all matters confidentially concerning patient information according to HIPAA guidelines.Adhere to group productivity and quality metricsMaintains a 20 call per hour thresholdAll other duties assigned including duties performed for affiliates, assigns, lessees, contractors or other third partiesRequired Skills Knowledge, Skills, & Abilities :
Exceptional customer service skillsKnowledge of modern office equipment and procedures.Previous EMR experience, preferredAthenahealth experience, preferred but not requiredStrong computer, phone, written and verbal communication skillsAbility to effectively present information, respond to questions and professionally interact with physicians, office managers, employees, patients, referring physicians, co-workers, and all other callersAbility to handle multiple simultaneous tasks effectively and efficiently while maintaining a professional, courteous mannerExhibit understanding of healthcare regulatory and compliance policy (e.g., HIPAA).High integrity, including maintenance of confidential informationAbility to exercise good judgment and positively influence others, including handling confrontations with poise and efficiencyEducation and Experience :
High school diploma; supplemented with two (2) years of customer service or related fieldFront office and / or experience answering multiple phone linesExperience in a medical call center setting, highly preferredExcellent customer service skills requiredMust be dependable, professional and a team playerExcellent organizational and communications skills and ability to work independentlyAbility to adhere to deadlines
