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Patient Service Representative

3 months ago

Staten Island, United States MOUNT SINAI DOCTORS Full time

The Patient Service Representative (Access/Call Center Representative) provides front line communication as a patient liaison within the access center. They assist with appointment scheduling, triage, prior authorizations and referrals, and neighborhood administrative support. The Patient Service Representative, possesses a commitment to excellence in the development of knowledge, skills, and quality patient-focused service

Roles & Responsibilities:

- Answer 70-100 patient calls per day in a fast paced call center.
- Provides front line contact for the department/neighborhood by answering telephones, directing and responding to callers, relaying messages to appropriate recipients and with the highest level of customer service
- Provides clerical and administrative support and is a liaison between departments.
- Helps direct patients to appropriate setting and facilitates patient flow.
- Schedules appointments for a multi-specialty 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 the Mount Sinai customer service standard of excellence.
- May schedule and confirm testing, surgeries and procedures according to department guidelines.
- May schedule and maintain calendar for meetings and/or appointments.
- May instruct patients and assist them in navigating MyChart.
- May acquire insurance pre-authorization/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.
- Enters 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.

**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

Pay: $17.00 - $23.00 per hour

**Benefits**:

- Health insurance
- Paid time off

Medical specialties:

- Oncology

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 1 year (preferred)
- Medical terminology: 1 year (preferred)
- Computer skills: 1 year (preferred)

Ability to Commute:

- Staten Island, NY 10314 (required)

Ability to Relocate:

- Staten Island, NY 10314: Relocate before starting work (required)

Work Location: In person