PATIENT SERVICES REPRESENTATIVE
4 weeks ago
Duties and Responsibilities
- Influence patient satisfaction by ensuring patients is greeted upon arrival and properly registered in the system.
- Communicate with transportation dispatchers to confirm arrival time to ensure patients are greeted.
- Move the flow of patients, clients, and visitors upon arrival.
- Provide service in a polite, courteous, and professional manner.
- Periodically update patients of transportation wait time.
- Ensure the lobby area is stocked with coffee, cups, and other applicable items.
- Ethically and professionally handle confidential information.
- Work primarily on the floor, in member areas, and throughout the center.
- Contact security, environmental services, or management when necessary.
- Monitor the overall appearance of the waiting areas.
- Inquire patients of concerns to ensure their needs are met.
- Answer incoming and outgoing calls professionally, courteously, and promptly.
- Provide patients with accurate practice information. (e.g., office hours, address, etc.).
- Daily communication with managers regarding changes in schedule (e.g., physician cancellation, call outs, and new hires).
- Keep track of physician and specialist schedules.
- Communicate any technical issues including non-functioning telephones, system failures, and software issues to the manager.
- Conduct all activities professionally, politely, and courteously; in alignment with company and department policies and procedures.
- Conduct in-person orientation with newly assigned members.
- Promptly respond to members' concerns regarding center activities and services.
- Assure member is satisfied with service upon departure and troubleshoot issues they may have.
- Maintain continuous communication with administration and patient service representatives.
- Promptly refer difficult issues to leads and managers.
- Participate in the Patient Satisfaction Survey Program.
- Perform other duties as assigned.
Qualifications / Education / Licenses
- High school diploma or equivalent.
- Bilingual in English and Spanish preferred; must be able to read, write and speak English.
- 1-2 years of experience in customer service environment preferred.
- Basic computer knowledge including MS Office, internet, document with electronic health records.
- Records and authorization system with minimal errors, sending e-faxes and email.
- Strong people skills, proactive, independent decision making, and customer service oriented.
- Excellent communication, customer service, and telephone skills.
- Cheerful, pleasant, knowledgeable, and professional demeanor.
- Strong organizational skills and ability to multi-task effectively.
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