PATIENT SERVICES REPRESENTATIVE
2 weeks ago
JOB SUMMARY
As a Patient Services Representative, you will play a pivotal role in providing exceptional customer service to patients and facilitating efficient communication between healthcare professionals. If you have a passion for assisting individuals in a healthcare setting and possess strong communication skills, this role offers an opportunity to contribute to the well-being of our patients.
DUTIES AND RESPONSIBILITIES
Patient Interaction:
- Answer and manage inbound and outbound calls with professionalism, empathy, and a patient-centric approach.
- Provide accurate and timely information regarding medical services, appointments, and general inquiries.
- Demonstrate patience and understanding when addressing patient concerns or inquiries.
- Apply a high level of critical thinking to ensure first call resolution when possible.
Appointment Scheduling:
- Efficiently schedule and confirm patient appointments using the designated scheduling system.
- Collaborate with various departments to coordinate and optimize appointment availability.
Documentation and Record Keeping:
- Maintain accurate and confidential patient records during and after each interaction.
- Update patient information as needed and ensure compliance with data security and privacy regulations.
Insurance Assistance:
- Assist patients with insurance-related queries, including verification, pre-authorizations, and billing inquiries.
- Collaborate with the billing department to address patient payment concerns.
- Communication Coordination:
- Route calls to the appropriate healthcare professionals or departments based on the nature of the inquiry.
- Effectively communicate with clinical care team to relay patient observations and concerns.
Adherence to Protocols:
- Adhere to established protocols and guidelines to ensure consistent and high-quality service.
- Follow safety standards and regulations to ensure a secure and compliant patient services center environment.
Requirements
- Proven experience in a call center or customer service role, preferably within a medical or healthcare setting.
- Strong communication skills with the ability to convey complex medical information clearly and concisely.
- Familiarity with medical terminology and procedures.
- Ability to handle a high volume of calls in a fast-paced environment with efficiency and accuracy.
- Empathetic and patient-focused approach when dealing with inquiries and concerns.
- Basic computer skills and proficiency in relevant software applications.
- Ability to maintain confidentiality and adhere to HIPAA regulations.
- Experience with Epic electronic medical records system preferred.
- Bilingual (fluency in speaking Spanish) preferred but not required.
- Other duties as assigned.
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