Hybrid Patient Service/Call Center Rep

Overview
We are seeking a dedicated and enthusiastic Hybrid Patient Service/Call Center Representative to join our team. This role is critical in providing exceptional customer service and support to our patients. The ideal candidate will possess strong communication skills, the ability to multi-task in a fast paced environment, and a keen ability to anticipate patient needs. As a Patient Services/Call Center Representative, you will be the voice of our company and/or the first face our patients see at their visit. There is an expectation that you are ensuring that every interaction is positive and professional.

Duties

• Schedule appointments for new patients, routine visits and follow-ups with the appropriate physician, and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately and with attention to detail to ensure the highest quality standards.
• Understand basic billing and payment information to thoroughly explain what patients can expect when they arrive for their appointment.
• Transfer calls to appropriate physician and staff when applicable/send out tasks to appropriate team members.
• Answers inquiries by clarifying desired information; researching, locating, and providing information. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Ensure all messages are complete, concise and processed immediately or routed to the appropriate office/person.
• Email, recommend web access, and mail all new patients a packet, which includes patient information, a health questionnaire, directions to the facility and the HIPAA forms.
• Initiate pre-registration process and ensure all demographic insurance information is accurate, complete and up to date on patient’s chart.
• Verification of insurance information, verification of benefits and insurance referral information.
• Obtain legal photo identification and (if applicable) insurance card(s) and validate patient identity and coverage prior to services being rendered to ensure patient safety and financial reimbursement.
• Adhere to HIPPA standards related to patient privacy and confidentiality.
• Assure ease of patient flow through the clinical care process.
• Provide patients with all required information regarding appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, cancellation policy).
• Provide upfront financial counseling services at time of check-in including identifying alternate funding resources and establishing payment plans.
• Advise patients of financial obligations and collect funds according to established guidelines.
• Act as a liaison/advocate for patients, physicians, and staff in facilitating ease of care. Identify and resolve trouble spots and problem patterns in the provision of care.
• Notify appropriate parties of same day add-on's, no show's, or cancellations, and appointment time, referral criteria, insurance verification, and prior authorization requirements.
• Verify that all patients requiring referral have obtained appropriate referrals for visit and diagnostic testing.
• Photocopy, fax, scan, and email documents as requested in a timely manner.
• Assist patients, physicians and office managers as requested.
• Comply with company policies and standards.

QUALIFICATIONS

Education: High School Graduate or General Education Degree (GED)

Experience: 2 Years experience in a patient facing healthcare function or other customer service function preferred.

• Excellent verbal and written communications skills in English. Bi-Lingual a plus.
• Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Mathematical and cash management skills.
• Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and social economic backgrounds.
• Ability to work as an integral team member under minimal supervision, in a fast-paced, complex environment.
• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations.
• Computer literate and ability to use multiple systems and acquire proficiency in multiple electronic systems.

This position is on site. Freehold will be the main location once reopened in the spring. East Windsor is our current training site. At least 1 Saturday per month (or every other month depending on location) from 8:00am-1:30pm. 1 late night possible in rotation.

Job Type: Full-time

Pay: $20.00 - $26.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Ability to Commute:

• Hightstown, NJ 08520 (Required)

Ability to Relocate:

• Hightstown, NJ 08520: Relocate before starting work (Preferred)

Work Location: In person

Salary : $20 - $26