Patient Services Representative- Call Center

2 weeks ago

Huntington, 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 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 Mount Sinai Hospital and Mount Sinai Doctors Long Island customer service standard of excellence.
- May check patients in or out, collect co-pays, 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 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.
- 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 side-by-side in support of colleagues who experience discrimination.
- Inspiring and fostering an environm

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