Patient Services Rep

Job Summary and Responsibilities Enjoy the opportunity to positively affect the health and well-being of entire communities. As a Patient Services Representative with Dignity Health Medical Foundation Connection Center, now part of CommonSpirit Health, you will be the first point of phone customer service contact for our patients, physicians and other clinic staff. Success in this role is driven by enthusiasm for helping others, an innate ability to solve complex problems, and a desire for continuous growth and improvement. Provide prompt, accurate, courteous, and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email, and text. Perform a variety of duties such as collecting and updating demographics, verifying insurance information, checking health plan eligibility, and taking complete and accurate messages. Schedule mutually acceptable appointment times using an electronic appointment management system, electronic health record, and contact center systems. Assist with referrals and authorizations as needed. Serve as the first point of patient contact and provide an effective patient experience. Patient Service Schedule and register patient appointments and provide information for other requests (e.g., addresses, directions, phone numbers, hours of operation). Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy. Assist new members with introductions to available services, processes, and provider availability. Update patients on the status of their referrals or authorizations. Answer, screen, and process a high volume of incoming calls professionally, directing patient access to the practice by scheduling and canceling appointments for multiple providers. Utilize and adhere to a phone script, clinical decision trees, and scheduling criteria following department guidelines; use independent knowledge to determine appointment type and urgency and route the call appropriately. Communicate complex exam preparation instructions, appointment arrival expectations, required documents, outstanding balances, estimated co‑pays, and other necessary preparations to patients, internal and external ordering physician offices, and other stakeholders courteously. Send accurate and complete communications to physicians or other healthcare providers. First Contact Resolution Determine the reason for the call and assist the caller with questions, concerns, or problems, focusing on first‑call resolution. Facilitate patient issue resolution by referring matters to RN, physician, supervisor, or content expert. Support other team members with escalation concerns by guiding them in the correct process. Escalate matters to a supervisor as necessary to obtain appropriate information or actions for resolution. Flexibility Perform essential job functions with a high degree of independence, flexibility, and creative problem solving. Contact Control Maintain control of the call by de‑escalating issues and instilling confidence that a resolution has been found or can be found. Articulate responses to patients using appropriate voice modulation. Problem Solving Exhibit exceptional patient/customer service skills including effective and efficient problem solving and analytical skills. Contact Quality Meet Quality Assurance requirements and other key performance metrics. Professionalism Provide a high level of customer service to patients, visitors, staff, and external customers in a professional, service‑oriented, respectful manner using skills in active listening and problem solving. Remain calm in stressful situations. PRO‑ACTIVELY CONTRIBUTES TO ORGANIZATIONAL EXCELLENCE Focus on improving the patient’s experience by delivering on a culture of yes. Problem‑solve to maximize opportunities and minimize unnecessary steps. Keep workspaces and all patient areas clean and clutter‑free. Maintain a professional appearance and follow all dress code guidelines. Be flexible to change work hours/days and float to support others. Initiate ways to increase physician productivity. Job Requirements Required High School Graduate or GED in General Studies. Minimum of 6 months experience scheduling patient appointments, either in‑person or via phone, upon hire. Experience with computer systems, including office Windows‑based programs and web‑based applications, upon hire. Preferred 1 year of higher education or some college, upon hire. This position is represented by the SEIU-UHW. #J-18808-Ljbffr