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Patient Services Coordinator

2 months ago

McAllen, Texas, United States Alpine Physician Partners Full time
Job Description:

We are seeking a highly organized and compassionate Patient Services Representative to join our centralized call center team at Alpine Physician Partners. As a Patient Services Representative, you will be pivotal in providing exceptional customer service and administrative support to patients, healthcare professionals, and external stakeholders.

Key Responsibilities:
  • Call Management:
    • Handle incoming calls from patients, healthcare providers, and external partners courteously and professionally.
    • Listen actively, gather accurate information, and respond appropriately to inquiries, appointment requests, and general questions.
    • Route calls to appropriate departments or medical staff as needed.
  • Appointment Scheduling:
    • Effectively schedule patient appointments, consultations, and follow-up visits based on availability and medical staff preferences.
    • Coordinate and manage the appointment calendar to ensure efficient utilization of medical resources.
    • Provide patients with essential appointment information, such as location, time, and pre-visit instructions.
  • Patient Information Management:
    • Input and update patient demographic information, medical history, and insurance details accurately in the electronic health records (EHR) system.
    • Maintain confidentiality and adhere to privacy regulations while handling sensitive patient information.
  • Communication Facilitation:
    • Liaise between patients and medical professionals to convey messages, requests, and follow-up information.
    • Communicate effectively with various healthcare departments to relay urgent messages and coordinate patient care.
  • Problem Solving:
    • Address patient concerns, complaints, and inquiries patient-centered and empathetically.
    • Collaborate with relevant departments to resolve scheduling conflicts and logistical issues.
  • Training and Compliance:
    • Stay updated on medical office protocols, scheduling procedures, and relevant industry regulations.
    • Participate in ongoing training sessions to enhance customer service skills and knowledge of medical practices.
Qualifications:
  • At least two years of experience working in a high-volume call center environment.
  • Excellent verbal and written communication skills in English and Spanish.
  • High level of professionalism working with others in stressful environments across virtual locations.
  • Proficient in using computer systems and scheduling software.
  • Strong organizational skills and the ability to multitask effectively.
  • Empathy and patience when dealing with patients and their families.
  • Knowledge of medical terminology and procedures.
  • Adherence to patient confidentiality and data protection regulations.
  • High school diploma or equivalent; additional medical receptionist training or certification is a plus.
  • LVN Preferred