Patient Services Representative

1 week ago

Stamford, Connecticut, United States Stamford Health Full time
Job Overview

Schedule: Monday to Friday, 8:00 AM - 4:30 PM

Under general supervision, the Patient Services Representative will deliver exceptional answering services to facilitate the scheduling of medical appointments and procedures within the Orthopedic department. This role serves as the initial point of contact for callers, ensuring a welcoming experience.

In addition to managing appointment scheduling, the Patient Services Representative will address patient inquiries, concerns, and requests. The representative will foster loyalty by anticipating patient needs, demonstrating genuine interest, and providing precise and efficient service to all callers.

The role involves gathering patient information and inquiries while adhering to established protocols for scheduling appointments and procedures within the Stamford Health system. The representative will prioritize patient needs and enhance the overall Patient Experience by establishing and maintaining effective relationships with patients and their families through active listening, empathy, courtesy, respect, and professionalism.

Key Responsibilities

  1. Handle telephone inquiries from patients, healthcare providers, and other stakeholders regarding appointments, referrals, and services in accordance with Stamford Health guidelines.
  2. Employ physician protocols to efficiently schedule appointments and procedures while meeting established performance goals.
  3. Utilize healthcare systems and applications to enter patient information, respond to inquiries, verify insurance, and perform scheduling tasks.
  4. Process calls efficiently, remain aware of call volumes, and collaborate with the team to manage workload effectively.
  5. Exhibit empathy, courtesy, and respect during all customer interactions.
  6. Regularly review emails and stay updated on all communications.
  7. Demonstrate behaviors aligned with Stamford Health's mission, vision, and patient care philosophy.
  8. Engage in quality and service improvement initiatives as appropriate.
  9. Commit to delivering excellent service to all customers.
  10. Maintain regular, consistent, and punctual attendance.
  11. Perform additional duties as assigned.
Qualifications
  1. A High School diploma or equivalent is required.
  2. 1 to 2 years of experience in a Call Center or Customer Service role is required, preferably in a healthcare environment.
  3. Experience in a hospital, clinic, or medical office scheduling setting is highly preferred.

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