Patient Service Representative
2 weeks ago
Wayne Health Services Inc is a leading healthcare provider serving one million patients and their families annually. We advance medical knowledge, technologies, and practices, and develop and educate the next generation of exceptional healthcare professionals.
Job SummaryThe Patient Service Representative - Call Center position is the first point of contact for Wayne Health Services Inc. As a key member of our team, you will provide excellent customer service, answering incoming calls from patients and the public, scheduling appointments, making follow-up phone calls, addressing complaints, troubleshooting problems, and providing information to patients and the public.
Key Responsibilities- Answer and respond to patient inquiries in a timely and professional manner
- Schedule appointments for new and returning patients
- Update patient information and registration
- Make follow-up phone calls to patients who have missed their appointments
- Schedule appointments for imaging, lab visits, vaccinations, and other services
- Respond to patient complaints and resolve issues in a fair and timely manner
- Process referral requests and identify urgent and emergent patient questions
- Route calls to appropriate resources when unable to resolve the complaint/concern directly
- Document all call information according to standard operating procedures
- Exercise sound judgment and decision-making skills
- Communicate clearly, take initiative, and be flexible
- Exhibit good interpersonal communication skills and convey a positive and professional image to patients and the public
- Work well under pressure and contribute to the team effort
- Accurately post charges for the date of service and run daily reports to ensure all charges are posted and completed batches are closed
- Collect co-pays, fees for services, past due balances, and post payments according to established policies
- Reconcile monies collected with encounter form receipts or daily cash logs and maintain an accurate amount of petty cash
- Prepare reconciliation forms and bank deposits for each practice date
- Schedule patient appointments according to defined protocols
- Verify prior authorizations, referrals, insurance coverage/policies, and patient demographics
- Provide excellent telephone etiquette for all calls
- Document and communicate messages accurately to the appropriate personnel/staff members
- Provide excellent customer service, anticipate and respond to needs of others, provide assistance in a courteous and timely manner, treat others with care and respect while maintaining privacy, confidentiality, and dignity
- Maintain a safe and clean work area and patient environment
- Adhere to the Patient Service Representative dress code and maintain a professional appearance that complies with the Wayne Health Services Inc dress code
- Travel to other Wayne Health Services Inc clinic locations as needed
- Attend all required meetings
- Follow Quality and Patient Safety protocols, including PCMH Initiatives
- Demonstrate ability to learn EHR and follow instructions in that system
- Protect patients' rights by maintaining confidentiality of personal and financial information
- Consistently demonstrate and uphold Wayne Health Services Inc's principles for providing high-quality care to all patients in a professional and courteous manner
- Perform additional work duties as assigned
- High School Diploma or equivalent required
- Minimum 2-3 years Call Center or Physician Office experience
- Run reports to ensure that charges posted accurately, and that completed batches are closed
- Proficiency in Microsoft Word and Excel
- Knowledge of basic medical terminology
- Basic office skills, including typing 35 wpm and accurately entering alpha-numeric data
- Possess excellent verbal, written communication, and problem-solving skills
- Excellent interpersonal skills necessary to establish and maintain productive working relationships with Physicians, patients, and their families, and other people both inside and outside the clinical practice area
- Excellent customer service skills, including the ability to use independent thinking, sound judgment, and creativity when resolving customer issues or concerns
- Ability to effectively work independently and with a team
- Manage multiple tasks with shifting priorities
- Knowledge of medical insurance and medical office billing
- Proficient in navigating EHR, Nextgen, or Athena system preferred
- Ability to stand/sit for long periods of time and lift up to 50 pounds
- Requires sensitivity to work with seriously ill patients and their families
- Competency of customer service skills
- Compliance with Department Health and Safety policies and procedures
- 40-hour work week, hours and days to be determined by the business needs of the department. Additional hours may be required
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