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Patient Services Representative Lead
2 months ago
Serves as the first point-of-contact for patients in a fast-paced call center environment. Utilizes exceptional customer service skills to coordinate patient care and provide an excellent patient experience. Responsibilities may include inbound and outbound call management, patient registration and scheduling, payment processing, and message management.
Key Responsibilities- Coordinate Patient Scheduling: Creates initial and follow-up appointments, reschedules, cancels, and manages self-scheduled appointments in a timely manner that meets patient needs and optimizes provider schedules.
- Request and Validate Interpreter Services: Requests, confirms, and validates interpreter services to meet patient needs.
- Verify Insurance Coverage: Sets up and verifies active and contracted insurance coverage in multiple systems and educates patients on co-insurances/co-pays, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.
- Market Patient Portal Benefits: Markets the benefits of the patient portal and assists patients with the enrollment process.
- Manage Multi-Line Telephone System: Manages multi-line telephone system (incoming and outgoing).
- Identify and Direct Emergent/Urgent Symptoms: Follows guidelines to identify and direct patients calling with emergent/urgent symptoms to appropriate clinical staff for screening.
- Manage Work Queues: Manages various work queues and takes prompt action to respond to pending requests.
- Prepare and Send Communications: Prepares and sends letters, portal messages, or phone calls to communicate pertinent information and important patient outreach.
- High School diploma or equivalent
- Two years of experience in a hospital, medical office, or healthcare insurance setting
- Prior experience training and educating staff
- Prior experience in a contact center, primary care, or specialty care
- Prior lead or leadership experience to include training, projects, etc.
- Knowledge of clinical/medical office procedures
- Ability to be flexible and relate well with others in a professional and pleasant manner
- Knowledge of medical records confidentiality
- 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. Employ 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 or experience providing direct clinical patient care
- Knowledge of basic medical terminology/common medications
- Knowledge and 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
