Patient Support Representative

Patient Support Representative

The position of Patient Support Representative is responsible for responding to incoming calls and providing excellent customer service.

Essential functions include:

• Answers all incoming calls and records all communication and follow-up efforts in the patient's notes.
• Follows communications scripts, FAQ documents and other resources when handling different topics.
• Identifies customers' and providers' needs, clarifies information, researches every issue, and provides solutions and/or alternatives in order to avoid unnecessary call transfers.
• Maintains knowledge of providers' scheduling preferences and all procedures offered by PTCOA.
• Accesses the patient's records and appointment history in the electronic health records software.
• Clearly communicates patients' plan of care as designed by the provider.
• Schedules and reschedules appointments for patients as necessary, following the appropriate policy.
• Promptly returns phone calls, regularly monitors voicemails, and updates the patient's chart, tagging the appropriate team as necessary.
• Regularly monitors EMR messages and responds in a timely manner.
• Transfers signed documents into patients' charts and responds to requests for signed documents from physicians as necessary.
• Performs other related duties as assigned.

Core competencies and corporate duties/responsibilities include:

• Participate in continuing education/training activities including monthly online training.
• Assist patients, family members, and internal/external clients with concern and empathy; respect their confidentiality and privacy and communicate with them in a courteous and respectful manner.
• Answer and refer telephone calls or other inquiries to ensure accurate and timely communications are facilitated.
• Identify yourself in a pleasant and positive manner.
• Take responsibility for helping the caller.
• Take directions and initiate actions (cross/additional training) that will allow the assumption of cross-functional duties to ensure seamless workflow.
• Demonstrate ability to handle emergency or crisis situations in a prompt, precise, and professional manner.
• Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns.
• Investigate and follow through on unusual orders or requests for service or information.
• Follow proper reporting procedures for actual or potential accidents and/or incidents so follow up and/or prevention can occur.
• Record/report the need for service maintenance or repair of equipment and remove any faulty equipment from service.
• Consistently evaluate work and determine if further steps are needed to meet client expectations.
• Take initiative to redo inadequate or incomplete work, even if it is not yours.
• Ensure compliance with regulatory standards.
• Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
• Minimize non-productive time and fill slow periods with activities that will enable you to prepare to meet the future needs of the company (education, organizing, housekeeping, assisting others).
• Organize job functions and work area to be able to effectively complete varied assignments within established time frames.
• Consistently demonstrate ability to take the initiative to make decisions/choices without direct supervision.
• Adhere to administrative and departmental policies.
• Demonstrate regular attendance and timeliness.
• Do not incur excessive overtime.
• Remain conscientious in regard to personal hygiene.
• Demonstrate knowledge and understanding of all policies and procedures and ability to reference them from appropriate sources.
• Demonstrate adherence and support of company-wide service standards as evidenced by observation and feedback from patients, family members, and other clients.
• Must interact and exchange personnel, and outside agencies on a frequent basis while respecting the confidentiality of patient information.
• Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Must be able to interpret a variety of instructions furnished in written, or oral form
• Excellent oral and written communication skills.
• Demonstrate a high attention to detail.
• Strong organization, filing, and time management skills.
• Basic computer literacy and typing.

Required education, experience, and/or certifications include:

The position requires a high school diploma or educational equivalent. One (1) year of prior customer service experience or call center experience is preferred.