Patient Support Representative

3 weeks ago

Jacksonville, United States Borland Groover Full time

POSITION TITLE: PATIENT SUPPORT REPRESENTATIVE Borland Groover is one of Florida’s leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves on delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion) and taking care of our employees (collaboration). If you love the vision of Borland Groover, and find your values aligning with ours, apply to join our team POSITION SUMMARY The Patient Support Representative (PSR) is the first point of contact when patients contact Borland Groover. PSR’s schedule appointments and act as a liaison for new and existing patients. They need to have strong organizational skills and provide excellent customer service through empathy, caring and active listening to accommodate our patient’s needs. The PSR helps conjugate the communication between the patient and their clinical team. ESSENTIAL JOB FUNCTIONS Answer contacts from patients and facilities. Investigate, Identify, and/or direct patients' inquiries or complaints to the appropriate medical staff member. Update and verify patients' information • Must have the training and ability to answer questions from patients. Must ensure urgent/emergency calls are handled properly • Must be able to schedule patient appointments with any clinic physician, regardless of location Must ensure all necessary information is collected at the time of scheduling (ie: insurance, demographics, and pharmacy) Must be knowledgeable in the clinic’s various insurance plans Ensure all necessary information is collected for messages (ie; a detailed description of the call, correct demographics, and pharmacy) Ensure the message is sent to the appropriate clinical team (EHR 4-point check) Input referrals referred to the clinic This job requires access to Personal Health Information (PHI), HIPAA training is required, and HIPAA compliance is expected. Must follow the organization’s Code of Conduct • Must participate in the Compliance Program Initiatives and reporting and Compliance Issues. Other duties as assigned. COMPETENCIES Communication - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods. Time-Management - The ability to plan your duties ahead of time and leveraging technology to help you do so efficiently. Collaboration - Exhibiting interpersonal skills, working with others, building trust and communication to complete goals and projects on time to achieve the organization’s shared objectives. Problem Solving - The ability to come up with an effective solution to an issue by thinking quickly and coming up with the most reasonable solution Compassion - Exhibits empathy or real concern for patients coupled with a desire to take action to address the patient’s needs. GENERAL QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Strong customer service skills with both patients and other departments within the practice. Professional and pleasant telephone etiquette Ability to maintain confidentiality and communicate in person, by phone, or in writing. Ability to work independently and in a team environment. Competency in Microsoft Office, EMR/PM, and other medical software. Ability to communicate effectively with physicians and staff both verbally and in writing. Ability to handle multiple tasks in a fast-paced environment. Ability to handle patient issues in a tactful and professional manner. Ability to communicate in English. EDUCATION AND EXPERIENCE High School diploma or equivalent required. 1 year of customer service experience is required 1 year of call center experience is preferred 1 year of experience working with patients in either a hospital or office setting is preferred Fluency in Spanish is a plus Must have excellent communication skills, both verbal and written Must be able to prioritize tasks and work efficiently as part of a team Must be able to obtain patient information and accurately enter inpatient database(s) Must maintain HIPAA compliance when accessing personal health information Must be able to work in the office full-time Must be able to perform physical duties when necessary Previous GI experience is a plus PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Physical Demands Sitting: Prolonged periods of sitting at a desk and working on a computer: marginal Walking: Must be able to access and navigate each department at the organization’s facilities: essential Emotional Demands Intense customer interaction: essential Mental/Sensory Demands POSITION LOCATION $17.00- $21.82 Health Insurance Vision Insurance 401K Retirement Plan Life Insurance Short- and Long-term disability Profit Sharing Supplemental Insurance Education and Tuition Reimbursement funding Employee Assistance Program (EAP) Paid Time Off (PTO) Paid Holidays IMPORTANT NOTE The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We thank all applicants for their interest, however only those selected for an interview will be contacted. #J-18808-Ljbffr

  • Patient Support Representative

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    POSITION TITLE: PATIENT SUPPORT REPRESENTATIVE Borland Groover is one of Florida’s leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves on delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion) and...

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