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Patient Services Representative
4 months ago
The Patient Services Representative performs clerical duties using specific knowledge of medical terminology and clinical procedures. This role provides customer service to all patients and visitors entering the medical center.
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.
