Patient Services Representative- Call Center

1 week ago

Huntington Beach, California, United States Mount Sinai Full time

Description Job Title:

Patient Service Representative**The Offsite Patient Service Representative provides front line contact as a patient liaison within the access center, check-in/check-out, appointment scheduler, triage, prior authorizations and referrals and neighborhood administrative and physician support.

The Patient Service Representative, possesses a commitment to excellence in the development of knowledge, skills, and quality patient-focused service

Responsibilities
**_

Roles & Responsibilities:
_**- Provides front line contact for the department/neighborhood by answering telephones, directing and responding to callers, relaying messages to appropriate recipients and greeting patients and visitors with the highest level of customer service

  • Provides clerical and administrative support to physicians and is a liaison between departments.
  • Helps direct patients to appropriate setting and facilitates patient flow.
  • May schedule appointments for a multispecialty group, and have a working knowledge of providers, understanding systems, processes, and services rendered.
  • Ensures patients are prepared for their appointment by informing the caller of items to bring to their appointment and of the appropriate practice policies.
  • Possesses an understanding of when to escalate calls to a supervisor.
  • Answers the telephone promptly and in a polite and professional manner to meet Mount Sinai Hospital and Mount Sinai Doctors Long Island customer service standard of excellence.
  • May check patients in or out, collect copays, scan insurance cards and ensure other required documents are reviewed and signed.
  • May schedule radiology testing/procedures in EIDX, EPIC and RIS according to department guidelines.
  • May schedule and confirm testing, surgeries and procedures according to department guidelines.
  • Ensures all documents are appropriately documented and maintained in the electronic medical record; scanning op reports, test results, home care and any other forms.
  • May schedule and maintain calendar for meetings and/or appointments.
  • May instruct patients and assist them in navigating MyChart.
  • May acquire insurance preauthorization/referrals from managed care plans for all required services, admissions, procedures, diagnostic tests and medications.
  • Notifies Administrator, Director of Revenue Cycle, Practice Manager or Supervisor of any particular insurance issues or updates.
  • May provide coverage for other staff as assigned during PTO or leaves of absence.
  • May enter telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text.
  • May enter auto faxes received from Pharmacies for medication requests via telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text.
  • May open, sort and prioritize mail. Coordinates pickup and delivery of packages, orders and other materials as required.
  • Demonstrates the ability to meet quality assurance requirements and other qualitative / quantitative key performance metrics.
  • Performs other duties as assigned.

Qualifications
**_

Requirements:
_**
Education Requirements
HS/GED required; some college preferred

Experience Requirements


0-2 years' experience in a physician practice or hospital setting providing administrative support functions, with comfort level in patient interaction and having an understanding of maintaining patient confidentiality.


Computer Skills

MS Office Suite:
Intermediate

Other:
Epic and IDX or other EHR

General Skills and Competencies

  • Able to work independently
  • Must have excellent customer service skills
  • Able to work well with patients, visitors, physicians and colleagues
  • Must have excellent verbal communication & listening skills
  • Knowledge of managed care plan requirements
  • Ability to organize and prioritize and work with a team
  • High level of accountability and responsibility
  • Able to maintain confidentiality and deal with sensitive information

Employer Description

Strength Through Diversity
The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care.

When you join us, you become a part of Mount Sinai's unrivaled record of achievement, education, and advancement as we revolutionize medicine together.

We invite you to participate actively as a part of the Mount Sinai Health System team by:

  • Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.
  • Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing sidebyside in support of colleagues who experience discrimination.
  • Inspiring and fostering an environm

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