Patient Services Representative
1 week ago
Serves as the first point-of-contact for patients in a fast-paced call center environment, utilizing exceptional customer service skills to coordinate patient care and provide an excellent patient experience.
Key Responsibilities- Coordinates all aspects of patient scheduling, including creating initial and follow-up appointments, rescheduling, and managing self-scheduled appointments.
- Requests, confirms, and validates interpreter services to meet patient needs.
- Verifies active and contracted insurance coverage in multiple systems and educates patients on co-insurances/co-pays, self-pay, and other insurance options.
- Markets the benefits of the patient portal and assists patients with enrollment.
- Manages multi-line telephone system and follows guidelines to identify and direct patients with emergent/urgent symptoms to appropriate clinical staff.
- Coordinates emergent or add-on patient care requests with clinical team and provider.
- Responsible for message management, including accurate and complete messages, and proposes orders and coordinates communication with clinic staff.
- Manages various work queues and takes prompt action to respond to pending requests.
- Prepares and sends letters, portal messages, or phone calls to communicate pertinent information and important patient outreach.
- High School diploma or equivalent required.
- 1 year of experience in a customer service role.
- Excellent interpersonal communication skills, including the capacity to communicate with a diverse range of individuals and dispositions.
- Ability to problem solve, stay calm under pressure, and present oneself in a pleasant and professional manner when responding to inquiries from EH staff and patients.
- Strong written communication skills, including ability to spell accurately and write legibly.
- Ability to work independently, show initiative, and work productively within a team environment.
- Actively listen to and validate patient conversations, employing de-escalating techniques as appropriate.
- Ability to prioritize multiple tasks and access, analyze, and apply concepts associated with protocols, policy, and guidelines.
- Keyboarding skills and working knowledge of Windows-based software systems.
- Previous experience in a medical reception or similar administrative role.
- Experience providing direct clinical patient care, such as working as a Medical Assistant, Pharmacy Assistant, Radiology or Lab Technician, Certified Nursing Assistant, Surgical Assistant, etc.
- Knowledge of basic medical terminology/common medications.
- Experience accessing/verifying insurance coverage.
- Experience using Real Time Eligibility (RTE) and Payer/Insurance Portals.
- Electronic Medical Record (EMR) experience, preferably Cerner or Epic.
- Familiarity with HIPAA and other health industry compliance standards.
EvergreenHealth offers a comprehensive suite of benefits and resources to support the well-being of our employees and their families, including medical, vision, and dental insurance, on-demand virtual healthcare, health savings account, flexible spending account, life and disability insurance, retirement plans, tuition assistance, and more.
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