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Patient Services Specialist
2 months ago
Extended Job Title
Patient Services Specialist (Contact Center/Alberta)
Position Description
This position is responsible for assuring smooth operation of the contact center patient call flow. Employees serve as primary contacts for patients over the telephone and are responsible for scheduling appointments for various clinical services, maintaining records, resolving service or clinical issues by clarifying the patient’s complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem according to each clinical departmental procedures and guidelines. This is a call center, metric based performance driven environment. Employees do not have cash handling responsibilities.
Major/Essential Functions
Answers and handles contact center appointment calls appropriately according to department procedures and guidelines
Answers and handles all other contact center calls appropriately according to department procedures and guidelines for new, existing, and prospective patients regarding a variety of other inquiries not specified in the first 3 IVR options
Answers and handles contact center prescription refill calls and routes timely and appropriately according to department procedures and guidelines
Answers and handles contact center medical concern calls timely and appropriately according to department procedures and guidelines
Answers and handles billing contact center calls appropriately according to department procedures and guidelines from new, existing, and prospective patients in regards to insurance pre authorizations and copay inquiries
Outbound calls to patients as needed or required by department
Adhere to all TTUHSCEP policies, procedures and processes
Personally demonstrate, display, and act in accordance with TTUHSCEP values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork)
Performs other duties as assigned
Required Qualifications
A minimum of a high school diploma or equivalent
One (1) year of customer service, office or related experience required
Additional education may substitute for the experience requirement
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