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Healthcare Customer Service Representative
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.
Please be informed that all employees are required to be vaccinated against Covid-19 as part of our commitment to health and safety.
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 plays a crucial role in delivering effective customer support by managing incoming calls efficiently.Key Responsibilities:
- Handle incoming calls in a dynamic call center setting
- Schedule, modify, and cancel patient appointments in accordance with clinical guidelines and departmental processes, utilizing eClinicalWorks (eCW) scheduling software
- Identify the root cause of inquiries to ensure first-call resolution
- Assess which calls require escalation to clinical personnel
- Communicate with clinical staff (such as Nurses and Medical Assistants) through phone and instant messaging
- Investigate patient-specific clinical details within the Electronic Medical Record (EMR) system (including previous visits, referrals, lab tests, and diagnostic procedures)
- Send and resend test orders to laboratories as needed
- Dispatch electronic messages (telephone encounters) to clinical staff following established workflows
- Mail welcome letters and appointment confirmations to new patients.
- Decision-making
- Adhere to clinical protocols by asking relevant questions to gather patient information
- Recognize urgent situations and direct calls to the appropriate clinical department
Confidentiality Standards:
The Patient Service Representative has comprehensive access to patients' Protected Health Information (PHI) and must comply with all confidentiality and privacy policies as mandated by HIPAA (Health Insurance Portability and Accountability Act).
Performance Competencies:
Individual performance metrics may be adjusted by management as efficiencies are identified through technological advancements or workflow improvements.
Position Requirements:
1.
Essential Qualifications:
- High School Diploma or G.E.D
- Strong written and verbal communication abilities
- Professional telephone manners; capability to demonstrate and uphold excellent customer service skills, including empathy, patience, and courtesy
- Ability to work independently with minimal oversight
- Proficiency in performing telephone and computer tasks with appropriate speed and accuracy
- Capacity to multitask (i.e., accurately document calls while conversing on the phone)
- Ability to foster and maintain cooperative and respectful working relationships with colleagues across the organization
- Skill in analyzing complex provider schedules and workflows
- Capability to meet performance benchmarks in a fast-paced call center environment
Preferred Qualifications:
- Bilingual skills are advantageous
- Previous experience in a medical or clinical environment
- Background in customer service
- Experience as a medical receptionist or medical assistant
- Familiarity with medical terminology
Physical Demands:
- Requires prolonged sitting for up to 8 hours daily to perform repetitive tasks.
Equipment Usage:
- Close vision (20 inches or less) is necessary for operating computer and telephone equipment.
Work Environment:
- General office setting with moderate noise levels.
Work Schedule:
- The Patient Service Representative is expected to work 32 hours weekly. This 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 be considered 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.
