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Healthcare Customer Service Specialist
2 months ago
Mission of Penn Foster Inc:
To enhance the well-being of our patients and communities by providing outstanding healthcare services, eliminating obstacles to access, and promoting healthy living.
Unit Overview:
The Call Center serves as a centralized hub designed to manage incoming inquiries for a multi-site community health organization.
The Patient Service Representative is tasked with delivering exceptional customer service by effectively managing incoming phone calls.
Key Responsibilities:
- Handle incoming calls in a dynamic call center atmosphere.
- Schedule, modify, and cancel patient appointments in accordance with clinical guidelines and departmental procedures, utilizing eClinicalWorks (eCW) scheduling software.
- Identify the underlying cause of inquiries to achieve first-call resolution.
- Assess which calls require escalation to clinical personnel.
- Communicate with clinical staff (e.g., Nurses, Medical Assistants) through phone and instant messaging.
- Investigate patient-specific clinical details within the Electronic Medical Record (EMR), including prior visits, referrals, lab tests, and diagnostic assessments.
- Send test orders to laboratories as needed.
- Transmit electronic messages (telephone encounters) to clinical staff as per established workflows.
- Mail welcome letters and appointment confirmations to new patients.
Decision-Making:
Must adhere to clinical protocols by asking relevant questions to gather patient information. Recognize urgent situations and direct calls to the appropriate clinical department.
Confidentiality:
The Patient Service Representative has complete access to patients' Protected Health Information (PHI) and is required to comply with all confidentiality and privacy policies as mandated by HIPAA (Health Insurance Portability and Accountability Act).
Performance Standards:
Individual performance metrics may be adjusted by management as efficiencies are identified through technological advancements or workflow improvements.
Qualifications:
- Required: High School Diploma or G.E.D.
- Excellent written and verbal communication abilities.
- Professional telephone etiquette; ability to demonstrate and maintain exemplary customer service skills, including empathy, patience, and courtesy.
- Capability to work independently with minimal oversight.
- Proficiency in performing telephone and computer tasks with appropriate speed and accuracy.
- Aptitude for multitasking (e.g., accurately documenting calls while conversing on the phone).
- Ability to cultivate and sustain cooperative and respectful working relationships with colleagues across the organization.
- Skill in analyzing complex provider schedules and workflows.
- Capacity to meet performance expectations in a fast-paced call center environment.
Preferred:
- Bilingual capabilities are advantageous.
- Previous experience in a medical or clinical setting.
- Prior customer service experience.
- Experience as a medical receptionist or medical assistant.
- Familiarity with medical terminology.
Physical Requirements:
Position requires sitting for extended periods to perform repetitive tasks.
Equipment Operation:
Close vision (20 inches or less) is necessary for operating computer and telephone equipment.
Work Environment:
General office setting with a moderate noise level.
Work Schedule:
The Patient Service Representative position entails a commitment of 32 hours per week, which may include evening shifts and a rotating Saturday schedule based on staffing requirements.
Penn Foster Inc is committed to fostering a diverse and inclusive workforce dedicated to providing respectful care to patients from all backgrounds.
We are an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
