Patient Services Representative

6 days ago

Spring, Texas, United States Visualutions, Inc. Full time $30,000 - $60,000 per year

Patient Services Representative

Patient Services representative supports customers by providing helpful information, answering billing questions, and responding to complaints. They are the front line of support for clients and patients. Additionally, the position supports the company's overall operations and client services by professionally and efficiently supporting customers/patients with billing questions and payments.

Reports To: Patient Services Manager

Responsibilities

  • Answer inbound customer service calls and make some outbound follow up calls in a professional, service-oriented manner
  • Acknowledging and resolving customer complaints
  • Must answer the patient calls timely without drops/abandons
  • Responding promptly to customer inquiries
  • Ability to determine conversations with others and establish an understanding of the patients' issue/reason for contact
  • Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found
  • Responsible for escalating calls when necessary to team leads or management
  • Responsible for appropriate patient verification when answering calls to ensure patient privacy and confidentiality
  • Responsible for obtaining the accurate information from patient to resolve patient concerns
  • Responsible for taking credit card payments by phone
  • Must obtain the correct information for credit card payments
  • Responsible for notifying patients of declined payments
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times
  • Must keep records of customer interactions, transactions, comments, and complaints in Helpdesk
  • Communicating and coordinating with colleagues as necessary
  • Providing feedback on the efficiency of the customer service process
  • Ensure customer satisfaction and provide professional customer support
  • Must adhere to HIPAA guidelines
  • Special projects and other duties as assigned

Qualifications

  • High school education or the equivalent
  • Exceptional customer service skills including effective and efficient problem-solving and analyzing skills
  • Attentive listening skills
  • Ability to clearly articulate a response to the caller
  • Ability to sit at a computer terminal for extended periods of time

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