Patient Services Representative – Call Center

Job Summary:

Fast-paced call center environment. Providing great customer service for the following patient services: appointment scheduling, obtaining and verifying demographic and financial information through the pre-registration process, completing patient registration in EHR by obtaining consent for medical care financial agreement, medication list, pharmacy data, PCP, and referring provider.

Responsibilities:

• Perform pre-patient registration process including verifying, collecting, and/or updating demographic and financial information, evaluate patient financial status to determine eligibility for care, verify benefits and eligibility as required, ensure pre-certifications and prior authorizations are received, enter the necessary information into the current computer system and provide any requested information to patients.
• Pre-load EMR in advance of clinical appointment with a current list of medications, medication dosing, preferred pharmacy, primary care provider, referring doctor, past eye history, and past medical history.
• Manage new patient schedules to facilitate pre-appointment calls in advance of the scheduled appointment.
• Run reports and prepare schedules.
• Schedule all provider appointments (non-ASC). Memorize and adhere to various provider scheduling nuances and requirements. Ensure pre-certifications/ prior authorizations are received and interpreters are obtained when necessary.
• Handle no-show or canceled appointments according to the established process.
• Manage incoming faxes - distributing to appropriate departments, filing necessary documents in patients’ charts, and contacting referred patients for scheduling.
• Manage incoming online referrals.
• Follow up with patients who are overdue for a return.
• Contact patients for physician-initiated reschedules.
• Additional duties as assigned.

• Proficiency with Microsoft Office products, G-Suite environment, and strong keyboarding skills.
• Willing to help in all areas, have the flexibility and effectively work in a team environment.
• Strong organization skills, attention to detail, and problem-solving are required to perform this role.
• Demonstrate excellence in communication skills, and demonstrated ability to convey ideas and information, verbally and in writing.

Education and Experience:

• High School diploma or equivalent.
• One (1) to Two (2) years experience working in a call center environment.
• Prefer experience in customer service initiatives. Healthcare setting preferred.

Benefits:

• Competitive Salary $18 - $21
• Medical, Dental, and Vision Insurance
• Robust Ancillary Benefits
• 401(k) Plan with employer contribution
• Company Paid Life Insurance
• Generous PTO/Holiday
• EEO Statement