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Patient Communication Specialist

2 months ago

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

Role of Incoming Calls:

The Call Center Specialist will deliver exemplary patient and analytical services via telephone for designated service lines, utilizing advanced telecommunications and computer systems. Responsibilities include facilitating communication between patients and physicians, acting as a resource for information and services, and employing the EPIC system for patient care coordination and appointment scheduling. This role serves as the primary contact for various service lines, possessing the knowledge and skills to direct callers to the appropriate clinic or service based on the information gathered during the call. The specialist is expected to uphold the highest standards of customer service, demonstrating urgency, reliability, data entry proficiency, and a collaborative spirit. Key skills include active listening, professional phone etiquette, and exceptional verbal and written communication abilities. Every interaction must reflect personalized and outstanding service.

Authorization and Referrals:

This role also ensures that all appointments are supported by verified insurance plans or self-pay options, and that necessary authorizations are secured. Additionally, the specialist will manage a queue to schedule new patient appointments following the receipt of authorization requests for various services such as therapy, surgical interventions, home health, and durable medical equipment.

Qualifications:

Education:
  • High School diploma or GED is strongly preferred.
Experience:
  • At least two years of experience in a customer service role, preferably in a healthcare setting, interacting with patients, staff, and volunteers from diverse backgrounds.
  • Prior experience in the healthcare industry is preferred.
  • Experience in customer service is advantageous.
  • Familiarity with orthopedics, family practice, specialty clinics, and rehabilitation services is a plus.
  • Experience with the EPIC system is preferred.
  • Basic understanding of insurance processes is preferred.
Knowledge, Skills, and Abilities:
  • Critical thinking and analytical skills are essential, along with the ability to work independently.
  • Exceptional communication skills (both verbal and written) and strong customer service aptitude are required.
  • Ability to manage high call volumes in a stressful environment.
  • Experience working with diverse populations in challenging situations.
  • Ability to maintain professionalism in difficult scenarios.
  • Proficient in PC applications for data input and retrieval.
  • Basic knowledge of phone systems and technology.
  • Flexibility in accepting work assignments and changes.
  • Skill in identifying emergencies or high-priority situations and responding appropriately.
  • Ability to prioritize tasks effectively in a busy environment.
  • Capability to multitask using a computer and telephone while addressing patient needs.
  • Organizational skills and a positive attitude in a demanding environment.
  • Bilingual proficiency in English and Spanish is preferred.
Certifications:
  • No specific certifications required.
Physical Requirements:

The physical demands outlined here represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities.
  • Regularly required to walk, stand, sit, and communicate effectively.
  • Occasionally required to use hands for various tasks and reach with arms.
  • May involve climbing, balancing, stooping, kneeling, or crouching.
  • Specific vision abilities required include close vision and the ability to adjust focus.
  • Must occasionally lift and/or move up to 25 pounds.
Work Environment:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.
  • Typical office environment with a noise level ranging from quiet to moderate.
  • Occasional travel to various health system locations may be required.
Key Responsibilities:

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