Patient Services Representative

2 months ago

Austin, United States eMDs Full time
Summary of Job

A Patient Services Representative's goal is to assist the patients of Revenue Cycle clients in understanding and settling their patient balances.

Essential Duties and Responsibilities
•Professionalism
o Follows all company policies as defined by eMDs leadership and the HR department.
o Follows the direction, guidance, processes, and policies as defined by management and eMDs leadership.
o Follows all Revenue Cycle Services written policies correctly the first-time and every time.
o Responds to all customer requests for assistance in a timely manner.
•Attitude
o Responds to all customer and leadership requests in a professional, courteous, and respectful manner.
o Maintains a positive "can-do" attitude that fosters a positive team environment.
o Proactively learns new things that increase personal skills and customer issue resolution.
•Communication
o Consults directly with customers via phone.
o Listens attentively to leadership, team and customers to gain a comprehensive understanding of issue/request.
o Clearly communicates (verbal and written) in a professional, courteous, and respectful manner.
o Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset.
•Product, Process and System Knowledge
o Learns core revenue cycle processes in order to effectively communicate with customers.
o Learns all applicable eMDs software systems and can navigate between them efficiently.
o Learns how and when to escalate issues and follows established process.
•All other duties as required

Skills & Requirements

Qualifications
•Minimum of one year combined health care or phone-based customer service experience.
•Ability to thrive in a high call volume environment.
•Ability to manage multiple projects at the same time in a fast-paced environment.
•Strong customer facing communication skills (verbal and written). Must communicate in a professional, courteous, and respectful manner.
•Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, SharePoint).
•Must be available between the hours of 7AM - 7PM CST.
•Strong focus on customer service and team work.

ADDITIONAL SKILLS DESIRED (but not required)
•Knowledge of medical terminology.
•Knowledge of medical billing or insurance.

Language Skills

Employee is required to speak, read and write English and be conversationally fluent in Spanish.

Physical Demands / Work Environment

All employees must be able to lift 50lbs

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