Patient Services Rep II

1 day ago

Phoenix, Arizona, United States Neighborhood Outreach Access to Health Full time

Neighborhood Outreach Access to Health (NOAH) is a Federally Qualified Health Center (FQHC) that offers comprehensive, integrated, and affordable healthcare services to people in need. We serve over 40,000 neighbors with a variety of services, including medical, dental, behavioral health, nutrition, preventive health, eligibility assistance, and health education programs.

At NOAH, we are dedicated to promoting the overall wellness of our employees by fostering a supportive and balanced work environment. We understand the importance of physical, mental, and emotional well-being, and we strive to create a workplace where our team members can thrive both personally and professionally. Join us in making a difference in our community while enjoying a fulfilling and rewarding career.

Job Summary:

Acts as first point of contact to all patients who contact the Patient Engagement Center (PEC). Primary role is to optimize registration, appointment scheduling and support in-network referrals. Organizes and facilitates clerical administrative duties of PEC. Performs a variety of cross-functional clerical and patient support duties to include telephone registration, scheduling clerical administrative duties and/or data entry duties as they relate to department. Registers all new patients. Schedules for all service lines, including but not limited to: Dental, Behavioral Health, Psych, Nutrition, etc.

Duties/Responsibilities:

  • Contacts/greets and communicates with patients as first point of contact. Responsible for answering telephone calls, retrieving and responding to voice mail messages. Schedule appointments in EMR in alignment with scheduling guidelines for all service lines based on patient convenience, location and insurance plans. Will also facilitate insurance verification. Facilitate in-network transfers as needed. Acts as primary contact to complete all new patient registrations. Performs other duties as assigned.
  • Recommend next best actions or cross promotional opportunities to patients to educate on appropriate additional services or health education campaigns.
  • Respond to inbound inquiries and appointment scheduling requests regarding services, email, work queues or online forms. Handles scheduling corrections for all service lines as needed. Demonstrates high level of insurance requirements for registration, referrals and authorizations.
  • Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution. Ability to de-escalate patient concerns and provide appropriate service recovery. Elevate voice of patient opportunities to Supervisors for implementation in training and/or centralized knowledgebase.
  • Assist patients in enrolling and increase customer utilization of My Chart App (EPIC EMR).
  • Trains new Patient Service Representatives in the department
  • Performs other duties as assigned.

Education and Experience:

Required:

  • 1 year of contact center experience with focus in customer service

Preferred:

  • High School Diploma or GED or 2 years equivalent working experience
  • 1 year Integrated healthcare call center experience
  • Basic knowledge of insurance plans and requirements
  • Knowledge of physician specialties and hospital services offered
  • Knowledge of medical terminology
  • Knowledge of HIPPA/Privacy Practices
  • Bilingual in Spanish (Conversation)

Other Requirements:

  • New Hires are required to pass pre-employment background check and drug testing (effective 11/1/2022).

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