Job description
Job Details:
- Spanish Bilingual
- Vietnamese Bilingual
- JOB TITLE: Patient Service Representative
- M-F 8-5 $17 an hour – once you go perm – pay increase to $18.
- The training will be conducted in person.
- Will train in Midtown office for 2 weeks.
- Then will work remote.
- Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location.
REQUIRED EDUCATION, SKILLS & EXPERIENCE:
- High School Diploma or GED required;
- Certified Medical Assistant preferred; strong customer service skills and ability to type 45 words a minute are required;
- 2-3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred
- staff member must be computer literate,
- able to operate healthcare systems and multiple Microsoft Office applications;
- bilingual skills are strongly preferred, but not required.
- Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location.
GENERAL SUMMARY OF DUTIES:
- Responsible for advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for: procedures, follow-up office visits, and ancillary services. \
- Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues.
- LOCATION: Potential remote position.
- REPORTS TO: Patient Service Manager.
RESPONSIBILITIES:
Duties include but are not limited to:
- Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.
- Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures
- Maintains and updates current information on physicians’ schedules and endoscopy block time; schedules patients according to physician availability and preference.
- Collects and records accurate patient information according to the OUR PRACTICE Documentation Requirements.
- Ensures all applicable procedures are scheduled in OUR PRACTICE endoscopy suites; coordinates scheduling of procedures in hospital if necessary.
- Ensures all applicable ancillary services are scheduled at OUR PRACTICE.
- Handles requests for information or appointment received via the eCW Patient Portal or OUR PRACTICE Website in an efficient and timely manner.
- Mails/Emails information packets to patients who are new to the practice.
- Addresses questions regarding patient appointments and requests for information from referring providers
- Accurately provides or counsels patients and/ or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary.
- Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team
- Answers emails and voicemails and returns patient calls in a timely and efficient manner.
- Completes requests for information from other OUR PRACTICE staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts.
- Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information.
- Participates in staff meetings as directed by the Patient Service Supervisor or Manager.
- Participates in marketing activities as directed by the Patient Service Supervisor or Manager.
- Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager.
- Any other duties and/or special projects as assigned.
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