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Patient Service Representative-Urology Clinic
2 months ago
Job Summary
Access Dubuque is seeking a highly skilled and customer-focused Patient Service Representative to join our Urology Clinic team. As a Patient Service Representative, you will play a vital role in creating a positive and memorable experience for our patients and their families.
Responsibilities
- Customer Service
- Provide exceptional customer service to patients, families, and visitors, ensuring a warm and welcoming experience.
- Listen actively and respond empathetically to patient concerns, escalating issues as needed to ensure timely resolution.
- Communicate effectively with healthcare team members, patients, and families to provide updates and information.
- Answer phone calls in a clear, courteous, and professional manner, routing calls promptly and accurately to the appropriate party.
- Make, cancel, and reschedule patient appointments, maintaining the appointment schedule according to office procedure.
- Support digital communication with patients, ensuring timely and accurate information is provided while maintaining compliance with regulations and documented processes.
- Administrative/Clerical Support
- Work independently to complete assigned functions in a timely manner.
- Stay informed about clinic and department activities by attending meetings, reading emails, and regularly checking the organization's intranet site.
- Maintain regular and consistent attendance at work.
- Comply with CLIA, OSHA, Safety, and Risk Management guidelines.
- Monitor environmental conditions to secure protected health information.
- Behave in a manner consistent with all Corporate Compliance and HIPAA policies and procedures.
- Demonstrate initiative to improve quality and customer service by striving to exceed customer expectations.
- Balance team and individual responsibilities, being open and objective to others' views, giving and welcoming feedback, contributing to positive team goals, and prioritizing the success of the team.
Qualifications
- Minimum Requirements
- High School or Vocational School graduate.
- Previous medical office experience preferred.
- Previous experience with an electronic health record or medical office software preferred.
- Previous experience coding diagnoses and procedures with ICD-09-CM and CPT preferred.
- Preferred or Specialized
- Ability to demonstrate strong customer service skills.
- Ability to effectively enter information into a variety of computer programs.
- Ability to understand and apply guidelines, policies, and procedures.
- Ability to interact effectively with physicians, healthcare team members, individuals, and members of their support systems.
- Ability to communicate effectively with people of diverse professional, educational, and lifestyle backgrounds.
- Writes, reads, comprehends, and speaks fluent English.
- Multicultural sensitivity.
- Microsoft Office – basic computer skills.
- Customer/patient-focused.
- Critical thinking skills using independent judgment in making decisions.
- Knowledge of medical terminology, anatomy, and physiology.
