Patient Services Representative
3 weeks ago
Hello humankindness Dignity Health Medical Group is the employed physician group of Dignity Health Arizona. Dignity Health Medical Group (DHMG) employs approximately 200 providers and 500 support staff that cover a wide variety of specialties. The medical group has had tremendous success over the past few years and now provides more than 73 subspecialty services. The physicians provide clinical services in their areas of specialty and many serve in pivotal academic research and leadership roles.DHMG is also heavily involved in preparing tomorrows healthcare providers. DHMG has 84 medical school students and approximately 200 residents and fellows throughout the 25 academic programs. Clinical services are complemented with translational and bench research to augment medical education for residents and students. The mission of Dignity Health Medical Group is consistent with Dignity Healths mission and St. Josephs guiding principles with a focus on innovative clinical care and the pursuit of excellence through scholarly activities. As part of the Dignity Health hospital system DHMG has full access to the staff and all facilities on our hospital campuses. This unique relationship with our hospital allows Dignity Health Medical Group to provide its patients with state-of-the-art patient services including care of the poor and disenfranchised.Look for us on Facebook and follow us on Twitter.For the health of our community ... we are proud to announce that we are a tobacco-free campus
ResponsibilitiesSUMMARY - Dignity Health starts out with one goal at our core - Excellent care delivered with compassion for all in need. Working with Dignity Health provides employees with the opportunity to positively affect the health and well-being of entire communities. By uniting Healing and Humankindness we work together with our physicians and health care experts to provide the best care experience to our patients and the communities we serve. As part of the Dignity Team youll work in a culturally diverse environment that supports your success and career development. The Patient Service Representative (PSR) position is the first point of phone customer service contact for our patients physicians other clinic staff internal and external laboratory and imaging staff hospital staff patient family members and vendors. As a PSR your role is to provide prompt accurate courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice chat email and text. A Patient Service Representative may also perform a variety of other duties including but not limited to collecting and updating demographics and insurance information verification of health plan eligibility taking complete and accurate messages and scheduling mutually acceptable appointment times utilizing an electronic appointment management system electronic health record and contact center system. In addition may assist with referrals and authorizations. As the first point of patient contact your role is to provide effective patient experiences with an emphasis on first contact resolution in a culture of yes. Patient Service Representatives may assist with patient calls from multiple locations and specialties and hours may vary as needed.
- Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.).
- Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
- As appropriate, assist new members with introduction to and explanation of available services, processes and availability of providers.
- Update patients of the status of their referral or authorizations.
- Answers, screens, and processes a high volume of incoming calls in a professional manner. Directs patient access to the practice by scheduling and canceling patient appointments for a multiple providers.
- Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines.
- Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
- Communicates, to patients and internal and external ordering physicians' offices, complex exam preparations instructions including, but not limited to, pre-procedure laboratory test requirements and other necessary preparations instructions.
- Sends out accurate and complete communication to physicians or other healthcare providers
*MUST RESIDE IN ARIZONA, NEVADA OR TEXAS
Dignity Health now offers an Education Benefit program for benefit-eligible employees. This program provides debt relief and student loan assistance to help you achieve your goals. Full-time employees can receive up to $18,000 over five years, while part-time employees can receive up to $9,000. While you’re busy impacting the healthcare industry, we’ll take care of you with benefits that include health/dental/vision, FSA, matching retirement plans, paid vacation, and adoption assistance.
QualificationsMINIMUM
High School Diploma or equivalent
Experience with computer systems required including web based applications.
Must be able to pass Contact Center Final Exam after completing the Contact Center training course.
Demonstrated skills in customer service excellence including active listening problem solving and the ability to remain calm in emotional or stressful situations. Attention to detail customer service and keyboarding skills.
Computer skills customer service skills and behavior and data entry will be assessed via Call Center Assessment.
Must possess excellent communication skills (oral and written) and be able to communicate effectively with patients over the phone in email and other communications.
PREFERRED
Experience in a patient-focused healthcare environment.
1 year experience in high volume multichannel contact center.
1 year of higher education some college
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