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Patient Care Center Specialist

2 months ago

West Palm Beach, Florida, United States Pelvic Rehabilitation Medicine Full time

Job Type:
Full-time

Company Overview:
Pelvic Rehabilitation Medicine is a physician-led specialty healthcare organization dedicated to providing evidence-based, individualized treatment services for patients suffering from chronic pelvic pain. Our mission is to alleviate the suffering of individuals experiencing pelvic discomfort, which affects a significant portion of the population.

Position Overview:
This role is crucial in delivering exceptional customer service to patients, referring providers, insurance companies, and other medical facilities. The primary responsibility involves managing the scheduling of new patient visits through a high volume of inbound calls and making outbound calls to patients who have expressed interest in appointments. The ideal candidate will ensure that patients are well-informed about the services offered and can easily schedule appointments at our various locations.

Key Responsibilities:

  • Respond to inquiries from patients, providers, and insurance companies via an automated phone system, managing a high volume of calls daily.
  • Meet performance targets aligned with business objectives.
  • Assist existing patients with rescheduling appointments, medication requests, and necessary notifications to clinical offices.
  • Efficiently screen and route patient calls to appropriate departments while ensuring accurate data entry into scheduling software.
  • Actively listen to patient concerns and care issues, fostering trust and professionalism.
  • Gather comprehensive clinical, demographic, and financial information during the scheduling process.
  • Collect relevant data to support timely follow-up and resolution of appointment requests.
  • Provide patients with necessary preparation and appointment instructions via phone and email.
  • Recognize urgent situations and triage calls to the appropriate departments.
  • Process bill payments and perform other assigned duties.

Qualifications:
Required:
  • Understanding of confidentiality and privacy policies, particularly regarding Protected Health Information (PHI).
  • Ability to thrive in a fast-paced call center environment with high call volumes.
  • Proficient in multitasking, including researching and documenting calls while speaking on the phone.
  • Strong customer service skills and the ability to communicate effectively with patients and staff.
  • Prior experience in customer service, preferably in a healthcare setting.
  • High school diploma or equivalent.
  • 1+ years of experience in a healthcare role.
Preferred:
  • College degree.
  • Experience in sales-driven customer service.
  • Familiarity with medical terminology and previous call center experience.
  • Strong organizational and time management skills.

At Pelvic Rehabilitation Medicine, we celebrate diversity and are committed to providing equal employment opportunities. Our hiring practices are based solely on qualifications related to professional competence.