Patient Service Representative

Position Summary

Under general supervision, works in a centralized scheduling call center for all Health West Inc. clinics. Serves as a liaison between patient and medical support staff.

Essential Duties and Responsibilities:

• Schedule appointments for patients.
• Answer telephone promptly and in an accurate, efficient, polite and professional manner.
• Uses an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Obtain and enter accurate demographic information into Athena system (address, telephone number, insurance information including bringing over from previous system or self-pay status).
• Ability to handle confidential and sensitive information.
• Schedule appointment correctly - review appointment date, time, location, and provider name with caller.
• Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).
• Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
• Invite patient to utilize patient portal to pre-check in.
• Remind caller of cancellation/no-show policy.
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Act as a liaison for the patients and Health West Inc.
• Direct calls to other departments as needed.
• Use sound judgment in handling calls, especially with upset patients.
• Understanding of when to escalate calls to providers/clinic manager/triage nurse.
• Make calls to reschedule appointments when necessary.
• Meets and maintains department performance expectations.
• Provide assistance with mailings and other projects as call volume permits.
• Other reasonably related duties as assigned by supervisor or manager.

Core Values

• Treat all co-workers and patients with dignity and respect.
• Project a professional manner and image.
• Adhere to ethical principles.
• Communicate professionally & effectively focus on win/win outcomes.
• Abide by the policies and procedures outlined by Health West Inc. including the employee handbook.
• Follow and enforce the mission of Health West Inc.
• Report any safety and/or health concerns to management as soon as they become apparent.
• Expected to bring your best work and attitude to Health West Inc.
• Expected to handle grievances and complaints professionally, adhering to the employee handbook and to uphold employee core values.

Working Area/Physical Activities

Work is performed in a centralized scheduling office area. Involves constant phone contact with patients. Work may be stressful at times. Interaction with others is constant and interrupted. Contact involves dealing with sick people. May require sitting for long periods of time, some stooping, bending and stretching for files and supplies. Occasional lifting files or paper weighing up to 20 pounds. Requires manual dexterity sufficient to operate keyboard and type 30 wpm. Vision must be 20/20 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for long periods and to work in a setting which can be very stressful.

Qualifications

• Ability to communicate effectively on the telephone, email and other forms of communication with patients and staff.
• Ability to handle a "call center" setting: work quickly and multi-task.
• Ability to exercise good judgment to handle calls appropriately.
• Ability to establish and maintain effective working relationships with patients, employees, providers and the public.
• Ability to demonstrate good customer service.

Education and Experience

• High School or GED required.
• Associate's Degree or related healthcare certification preferred.
• One year of experience in customer service and/or related clinical setting; working knowledge of medical terminology.
• Knowledge of office procedures including operating a computer, fax, and photocopier.
• Bilingual in Spanish helpful.

Qualifications

• Ability to communicate effectively on the telephone, email and other forms of communication with patients and staff.
• Ability to relate to all individuals.
• Ability to handle a "call center" setting: work quickly and multi-task.
• Ability to exercise good judgment to handle calls appropriately.
• Ability to establish and maintain effective working relationships with patients, employees,
• providers and the public.
• Ability to demonstrate good customer service.

Education and Experience

• High School or GED required.
• Associate's Degree or related healthcare certification preferred.
• One year of experience in customer service and/or related clinical setting; working knowledge of medical terminology.
• Knowledge of office procedures including operating a computer, fax, and photocopier.
• Bilingual in Spanish helpful.