Patient Service Representative (Bilingual)

General Job Description

General Job Description

Under general supervision and according to established policies and procedures, the Patient Service Representative is responsible for inbound/outbound call management which includes patient registration, appointment scheduling, referral management and messaging. Maintains, coordinates and provides high-level scheduling support for the healthcare organization. Delivers a high-quality patient experience through satisfactory call resolution within established protocols.

essential job ResponsibIlities:

· Enters patient demographics and schedules office appointments, procedures and consultations and relays pre-visit instructions including paperwork requirements and financial obligations.

· Coordination of all inbound referrals, associated appointments and medical record indexing.

· Uses computerized appointment system to match physician/clinician availability with patient’s preferences in terms of date, time and location.

· Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.

· Ensures that updates (e.g., cancellations, reschedules or additions) are tracked accordingly to company guidelines.

· Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling and/or hospital consults.

· Documents clinical questions or concerns in an electronic message format and relays to applicable staff and providers following established triage guidelines and urgent/emergent protocols.

· Uses customer service principles and techniques to deal with patients calmly and pleasantly.

· Responsible for achieving system metrics to include length of call and number of calls handled during scheduled shift.

· Consults with Call Center Supervisor about any system problems or issues.

· Demonstrates a high level of critical thinking and detail orientation

· Maintains accuracy and productivity levels as established by department standards.

· Performs, organizes and streamlines operational tasks to reduce the potential for errors.

· Maintains patient safety and confidentiality at all times.

· Travels as required.

· All other duties as assigned by Patient Services Manager.

WORK EXPERIENCE

· Minimum one year of experience in a call center environment, preferably in a medical or insurance setting.

· Knowledge of medical practice protocols related to scheduling appointments.

· Knowledge of computerized scheduling systems.

· Knowledge of customer service principles and techniques.

Skills

· Exceptional customer service and phone etiquette.

· Ability to maintain effective and organized systems to ensure timely patient flow.

· Working knowledge of medical terminology.

· Computer and multi-line proficiency and prior experience with Electronic Medical Records preferred.

· Ability to work in a fast-paced environment.

· Ability to analyze situations and respond appropriately.

PHYSICAL REQUIREMENTS

· Requires frequent bending/carrying items weighing up to 30 pounds.

· Adequate physical ability including sufficient manual dexterity to perform the requisite healthcare services including computer entry.

Education

· High school diploma or GED.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 1 year (Required)
• Computer Skills: 1 year (Required)
• healthcare: 1 year (Required)

Language:

• English and Spanish (Required)

Work Location: In person

Salary : $17