Patient Service Representative

2 weeks ago

South Lake Tahoe, California, United States Barton Health Full time
Position Overview:

Role of Incoming Communications:

The Call Center Specialist role is designed to deliver exceptional patient and analytical services via telephone for designated service lines, utilizing telecommunications and computer systems. Responsibilities include, but are not limited to: facilitating communication between patients and physicians, assisting physicians in their interactions, serving as a resource for information and services, and leveraging the EPIC system for patient care communication and appointment scheduling. This team member acts as the first point of contact for various service lines, demonstrating the ability to direct callers to the appropriate clinic or service based on the information gathered during the call. A commitment to providing outstanding customer service with urgency, reliability, and teamwork is essential. The ideal candidate will possess strong active listening skills, proper phone etiquette, and excellent verbal and written communication abilities. Each interaction should reflect a dedication to personalized service.

Authorization and Referrals:

This position also ensures that all appointments are backed by verified insurance plans or self-pay options, and that necessary authorizations are secured. Team members will manage a queue to schedule new patient appointments following the receipt of authorization requests for therapy, surgical services, home health services, durable medical equipment, and more.

Qualifications:

Education:
  • High School diploma or GED is strongly preferred.
Experience:
  • At least two years of experience in a customer service role, particularly in a healthcare setting, is preferred.
  • Experience in orthopedics, family practice, specialty clinics, and rehabilitation services is advantageous.
  • Familiarity with the EPIC system is preferred.
  • Basic knowledge of insurance processes is beneficial.
Knowledge, Skills, and Abilities:
  • Critical thinking and analytical skills are required, along with the ability to work independently.
  • Exceptional communication skills (both verbal and written) and strong interpersonal abilities are essential.
  • Capability to manage high call volumes in a stressful environment is necessary.
  • Experience working with diverse populations in challenging situations is important.
  • Ability to maintain professionalism in difficult circumstances is crucial.
  • Proficiency in PC applications for data entry and retrieval is required.
  • Basic understanding of phone systems and technology is necessary.
  • Flexibility in accepting work assignments and changes is expected.
  • Skill in identifying emergencies or high-priority situations and responding appropriately is essential.
  • Ability to prioritize tasks and manage time effectively in a busy environment is required.
  • Multitasking capabilities while using a computer and telephone simultaneously are necessary.
  • Organizational skills and a positive attitude in a demanding environment are important.
  • Bilingual English/Spanish is preferred.
Certifications/Licensure:
  • No specific certifications required.
Physical Demands:

The physical requirements for this position include:
  • Frequent walking, standing, sitting, and communication.
  • Occasional use of hands for operating controls and reaching.
  • Occasional climbing, balancing, stooping, kneeling, or crouching.
  • Specific vision abilities including close vision and the ability to adjust focus.
  • Occasional lifting or moving up to 25 pounds.
Working Conditions:

The work environment is typically an office setting with:
  • Noise levels ranging from quiet to moderate.
  • Occasional travel to various health system locations.
Key Responsibilities:

  1. Deliver exceptional care consistently.
  2. Answer incoming calls promptly.
  3. Schedule both routine and unique appointments in accordance with practice guidelines.
  4. Pre-register new patients with a focus on accuracy.
  5. Verify insurance eligibility and secure necessary authorizations.
  6. Complete patient registration tasks in a timely manner.
  7. Document refill requests, results requests, and routine calls accurately.
  8. Route telephone encounters to specialists with appropriate urgency.
  9. Escalate calls as necessary.
  10. Prepare clinic schedules and documentation for the following business day.
  11. Maintain a positive atmosphere within the Call Center.
  12. Provide outstanding customer service in every interaction.
  13. Assist with additional departmental needs as required.

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