Patient Services Specialist II - Radiology Call Center

Job Description

Top Healthcare Provider Network

The 61st Street Service Corporation, provides administrative and clinical support staff for ColumbiaDoctors . This position will support ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast. ColumbiaDoctors’ practices comprise an experienced group of more than 2,800 physicians, surgeons, dentists, and nurses, offering more than 240 specialties and subspecialties.

Opportunity to grow as part of the Call Center Career Ladder!

Job Summary:

The Patient Services Specialist II is part of a department-based scheduling pod that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic services, physician referrals/appointments, and general department information. The Patient Services Specialist II is part of a team that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of Service-Oriented, Trust, Empathy, Safety, Inclusion, and Communication.

Job Responsibilities:

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• Schedules appointment requests. Indicates special needs as needed.
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• Communicates insurance participation, financial responsibility, and time of service policy to the patient population.
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• Obtain patients’ insurance and demographic information and ensure all obtained information is registered in EPIC.
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• Performs insurance verification and interprets responses. Informs patient of insurance requirements for services provided. Escalates cases for resolution as appropriate.
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• Helps identify and document trends.
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• Escalate issues/cases to Supervisor/Manager for resolution.
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• Supports and participates in a collaborative team-oriented environment. Facilitates team discussions about complex patient scheduling needs.
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• Takes ownership of resolving scheduling conflicts and communicates with the management team and care providers to resolve scheduling issues.
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• Collects pre-registration information to address outstanding Epic work queue accounts.
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• Performs outbound calls to perform Epic referral scheduling.
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• Ensures processing of requested record collection for patients and correspond with internal parties.
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• General faxing, filing, and mail sorting.
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• Contribute to the team by providing support and backup coverage as needed.
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• Works on escalated cases with higher complexity as assigned. Manage complex cases and troubleshoot as needed.
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• Helps to mentor other Specialists to resolve complex issues/cases. Escalated such cases to Supervisor for resolution. Ensures remedy is executed successfully.
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• Mentor assigned Patient Service Specialists on how to deliver excellent service to patients while accurately and efficiently retrieving patient demographic and financial information.
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• Provide suggestions and recommendations to improve workflow, communication, and overall protocols in an effort to better serve the needs of the patients and department.
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• Performs other related duties as assigned.
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Job Requirements:

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• High School Diploma or the equivalent required.
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• Minimum of 3 years of relevant experience including proficiency in medical terminology. The incumbent must demonstrate a strong proficiency in a wide range of scheduling complexity and related workflows.
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• Excellent customer service skills and the ability to maintain a pleasant and helpful demeanor through all situations.
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• Excellent skills in problem assessment, using good judgment, and collaborative problem-solving in complex and interdisciplinary settings.
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• Excellent verbal and written communication skills including interpersonal skills
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• Strong proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
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• Associate's degree or higher preferred.
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• Prior high volume customer service experience in a call center environment is preferred.
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• Bilingual (English/Spanish) is a plus
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• Hybrid Work Schedule after introductory period.
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