PATIENT SERVICES REPRESENTATIVE

We hire to retire. Come join our amazing team of professionals offering total family wellness and healthcare to residents of 7 counties via our 13 offices in North Florida.

Position Summary

The Patient Services Representative serves as the primary contact for patients and other customers when scheduling an appointment, reaching their provider, care team, or asking general questions about Palms Medical Group. The Patient Services Representative is responsible for ensuring that all necessary data is entered properly, accurately, and thoroughly. The Patient Services Representative is responsible for communicating pertinent information regarding Palms Medical Group programs and services, instructions and/or information needed prior to the scheduled appointment. The Patient Services Representative provides exemplary customer service to both internal and external customers and strives to continuously improve service delivery.

Description of Primary Responsibilities

• Schedule appointments for patients:

a) Answer telephone promptly and in a polite and professional manner.

b) Obtain and enter accurate demographic information into the PMG electronic health record (address, telephone number, email, etc.).

c) Schedule patient appointments according to Palms Medical Group guidelines.

d) Inform caller of items to bring to appointment (identification, insurance card, medications, office visit fee, hospital discharge records and verification of income - if applicable).

e) Check voicemails for assigned offices and complete the request as needed.

f) Answer questions in a positive, supportive manner and provide patient-focused service to every caller

• Act as a liaison for the patients:

a) Direct calls to other departments as needed.

b) Use sound judgment and respect with all callers.

c) Escalate call appropriately according to procedures.

d) Maintains proper and accurate documentation of all activities.

e) Maintains performance expectations based on established metric requirements.

• Service patients:

a) Perform outbound calls to cancel and reschedule patient appointments and/or provide additional information as needed, including outbound calls to reschedule when a Provider calls out.

b) Track ER referrals to schedule hospital follow up appointments

c) Review Quality portals to schedule hospital follow up appointments.

• Obtain and update Patient information during pre-visit workflow:

a) Update copay fields for accurate information to be sent via check-in software communications ahead of visit.

b) Verify patient insurance through the EHR system using RTS, use check-in software to compare OR verify on an outside insurance portal.

c) Prepare the patient chart by updating information from check-in software into EHR on assigned days, to include updated insurance, scanned cards, demographics, fees, etc.

d) Send communication to scheduled patients ahead of the visit when necessary.

e) Complete documentation in the check-in software to alert Front Desk staff of any actions needing to be completed once the patient arrives to the office.

f) Maintain knowledge of accepted insurances including deductibles, premiums, PPOs, HMOs, and provider charges.

• Responsible for Administrative duties:

a) Provide assistance with special projects as call volume permits.

b) Provide other reasonably related duties as assigned by Patient Services Coordinator, Patient Services Manager, EVP of Patient Services or CEO.

Description of Primary Attributes

General Development:

1) Must demonstrate excellent customer service

2) Must exercise good judgement to handle calls appropriately

3) Must be organized, a self-starter and detailed oriented

4) Must be able to work independently and as part of a team

5) Must be able to handle call center environment, work quickly and multitask

6) Must be able to handle confidential and sensitive information

Professional & Technical Knowledge:

1) Employee will have a working knowledge of the following office equipment:

• Multiline Telephone
• Copier
• Computer
• Scanner
• Fax Machine
• Headset

2) Employee will be expected to navigate and operate, Microsoft Office suite products, including Word and Excel

3) Expected to become proficient in navigating Nextgen, DASH, Phreesia, QueueMetrics and other systems required for the optimal performance of job duties

Licenses & Certifications:

1) High School Diploma or Equivalent

2) Prefer prior customer service experience

Communications Skills:

1) Must be able to effectively communicates complex and/or technical information to co-workers, patients and/or vendors

Physical/Mental/Emotional Demands:

• Standing for long periods of time
• Sitting for long periods of time
• Viewing a computer monitor for long periods of time
• Bending
• Stretching / Reaching
• Walking short distances
• Lifting up to 50 pounds
• Operating office equipment (computer, fax machines, telephones and copy machines)
• Reading forms / Instructions / Patients Charts
• Communicating well to people of various ages, educational levels, cultural backgrounds in person or by telephone
• Exposure to potentially violent / irate patients
• Making decisions with little guidance
• Health / Safety Consideration of Position
• Exposure to chemical infectious / contagious illness
• Exposure to chemical and inhalation of antibiotics during reconstitution
• Exposure to X-Ray radiation
• Exposure to a variety of scents and odors
• Must utilize universal precaution in clinical or exposure situations as prescribed by federal state, and local guidelines and/or laws