Healthcare Customer Service Specialist

2 weeks ago

Pensacola, Florida, United States West Florida Medical Center Clinic PA Full time
Job Overview

POSITION SUMMARY

A Patient Services Representative plays a crucial role in facilitating the non-clinical operations of a medical practice. This position involves assisting patients with various tasks, including appointment scheduling, referral management, and insurance verification, while ensuring a smooth and efficient front office experience.

KEY RESPONSIBILITIES

  • Always identify yourself to patients and colleagues by wearing your identification badge.
  • Welcome patients with professionalism and respect, addressing inquiries and directing requests efficiently.
  • Manage patient appointment scheduling in accordance with established protocols.
  • Prepare billing tickets as instructed.
  • Ensure all necessary referrals and authorizations are secured prior to patient visits.
  • Check-in patients, gather essential information, and process insurance documentation as needed.
  • Update patient demographics and insurance details in the management system during each visit.
  • Inform clinical staff upon patient arrival and provide relevant documentation for their appointments.
  • Collect co-payments and other fees at the time of service, adhering to established financial protocols.
  • Complete daily deposit logs as required.
  • Facilitate patient check-out processes in line with office guidelines.
  • Answer phone calls promptly and professionally, verifying appointments at least two days in advance.
  • Prepare necessary information for upcoming appointments according to established procedures.
  • Handle outgoing correspondence and mail appropriately.
  • Sort and distribute incoming mail to the relevant departments.
  • Perform additional duties as assigned.

CORPORATE CULTURE EXPECTATIONS

  • Adhere to all corporate and departmental policies and procedures.
  • Participate in required training sessions.
  • Embrace the organization's core values and mission.
  • Contribute positively to the workplace culture.
  • Complete other assigned tasks with a positive attitude.

EDUCATION AND EXPERIENCE REQUIREMENTS

  • A high school diploma or equivalent is required.
  • Preferred experience includes at least six months in a healthcare or customer service role.
  • Must successfully complete Patient Services Representative training and demonstrate proficiency in all related responsibilities within 90 days of employment.

SKILLS AND QUALIFICATIONS

  • Exhibit strong customer service and interpersonal skills, with a keen attention to detail.
  • Possess integrity and a commitment to making a positive impact on patients and colleagues.
  • Ability to collaborate effectively with team members across all levels of the organization.
  • Demonstrate proficiency in computer applications, including MS Office, and possess typing skills of at least 40 words per minute.
  • Communicate effectively in English, both verbally and in writing.
  • Ability to engage with individuals from diverse socio-economic backgrounds.
  • Show active listening skills and the ability to respond appropriately to others.
  • Maintain a professional demeanor while respecting patient privacy.

PHYSICAL AND EMOTIONAL REQUIREMENTS

  • Physical demands include sedentary work with occasional lifting of up to 10 pounds.
  • Must be able to stand or walk occasionally, and perform repetitive tasks with hands and fingers.
  • Ability to focus on a computer screen for extended periods.
  • Must maintain composure and professionalism under stress.

WORK ENVIRONMENT

  • Work is conducted in a clinical front office setting.
  • Frequent interruptions are expected throughout the day.
  • Availability to assist patients and staff is required during operational hours.
  • Extended hours may be necessary to meet departmental needs.

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