Patient Support Center Specialist

3 months ago

Louisville, United States Commonwealth Pain and Spine Full time
About us:

Commonwealth Pain & Spine is a pain management network dedicated to improving the lives of our patients by treating their pain with the utmost respect and providing them with the most innovative, safe, responsible, and clinically proven pain relief possible. Our team of best-in-class physicians, administrators, and staff empathizes with the needs of our patients. We recognize that their pain is exhausting and debilitating and limits their quality of life. Relief from chronic pain is achievable in various degrees through our intelligent and multimodal team-based approach. Our entire team is committed to providing levels of patient satisfaction and overall clinical outcomes that far exceed the expectations of the medical community, referring physicians, and our customers.

Position Summary:

The Patient Support Team Member is responsible for answering incoming calls and responding to inquiries to the Patient Support Center in a timely and compassionate manner. This position warmly responds with information, assistance, and/or transfers the call to appropriate person or department. As a first point of contact, this role will create a positive, lasting impression for Commonwealth Pain & Spine patients, referring physicians, and every other caller in accordance with to CP&S operating standards.

Job Duties & Responsibilities:
  • Along with a team of Specialists, answers a high volume of incoming calls with extraordinary customer service with a focus on compassionate patient care, sometimes upwards of 150 calls each day
  • Responds sincerely to patient general information requests and/or inquiries
  • Set the patient's expectations for their first call to their visit, ensuring an outstanding patient experience
  • Maintains physician and clinical service information
  • Facilitates physician consultation requests; assists with patient referrals; transfers callers to clinical departments, as needed
  • Schedules patient appointments; pre-registers patients; obtains patient demographic and insurance information and updates; cancels/reschedules appointments accurately within the athenahealth EMR system
  • Provides assistance with scheduling and interface reports and edits
  • Answering telephone encounters/returning all voicemail calls/ensuring standards are met by all staff efficiently and accurately
  • Responding to telephone encounters from all offices/trouble shooting flow issues within Patient Support Team and clinic
  • Field non-clinical patient questions or transfer to appropriate clinical parties
  • Verifying accurate information provided to patients in clinic and through phone calls
  • Ensuring accurate follow up regarding treatment plans/medications/referrals
  • Treat all matters confidentially concerning patient information according to HIPAA guidelines.
  • Adhere to group productivity and quality metrics
  • Maintains a 20 call per hour threshold
  • All other duties assigned including duties performed for affiliates, assigns, lessees, contractors or other third parties
Requirements

Knowledge, Skills, & Abilities:
  • Exceptional customer service skills
  • Knowledge of modern office equipment and procedures.
  • Previous EMR experience, preferred
  • Athenahealth experience, preferred but not required
  • Strong computer, phone, written and verbal communication skills
  • Ability to effectively present information, respond to questions and professionally interact with physicians, office managers, employees, patients, referring physicians, co-workers, and all other callers
  • Ability to handle multiple simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner
  • Exhibit understanding of healthcare regulatory and compliance policy (e.g., HIPAA).
  • High integrity, including maintenance of confidential information
  • Ability to exercise good judgment and positively influence others, including handling confrontations with poise and efficiency
Education and Experience:
  • High school diploma; supplemented with two (2) years of customer service or related field
  • Front office and/or experience answering multiple phone lines
  • Experience in a medical call center setting, highly preferred
  • Excellent customer service skills required
  • Must be dependable, professional and a team player
  • Excellent organizational and communications skills and ability to work independently
  • Ability to adhere to deadlines
Benefits:
  • Competitive compensation
  • License and DEA Reimbursement
  • Annual Education/CME reimbursement
  • Comprehensive Health/Vision/Dental insurance options
  • Great PTO plan PLUS Paid Holidays
  • 401k and matching available

Commonwealth Pain and Spine is an Equal Employment Opportunity Employer

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