Patient Support Center Specialist

: Description:

About us:

Commonwealth Pain and Spine (CP&S) is one of the fastest growing, progressive, comprehensive pain management groups in Kentucky and Southern Indiana. Our team of friendly physicians are all board certified in pain medicine and anesthesiology and take the time to educate our staff. Our facilities are brand new with the latest technology. We have a team/family-oriented culture with great hours, competitive pay, benefits, and open interaction between our staff and management.

Position Summary:

The Patient Support Team Member is responsible for answering incoming calls and responding to inquiries to the Patient Support Center in a timely and compassionate manner. This position warmly responds with information, assistance, and/or transfers the call to appropriate person or department. As a first point of contact, this role will create a positive, lasting impression for Commonwealth Pain & Spine patients, referring physicians, and every other caller in accordance with to CP&S operating standards.

Job Duties & Responsibilities:

• Along with a team of Specialists, answers a high volume of incoming calls with extraordinary customer service with a focus on compassionate patient care, sometimes upwards of 150 calls each day
• Responds sincerely to patient general information requests and/or inquiries
• Set the patient's expectations for their first call to their visit, ensuring an outstanding patient experience
• Maintains physician and clinical service information
• Facilitates physician consultation requests; assists with patient referrals; transfers callers to clinical departments, as needed
• Schedules patient appointments; pre-registers patients; obtains patient demographic and insurance information and updates; cancels/reschedules appointments accurately within the athenahealth EMR system
• Provides assistance with scheduling and interface reports and edits
• Answering telephone encounters/returning all voicemail calls/ensuring standards are met by all staff efficiently and accurately
• Responding to telephone encounters from all offices/trouble shooting flow issues within Patient Support Team and clinic
• Field non-clinical patient questions or transfer to appropriate clinical parties
• Verifying accurate information provided to patients in clinic and through phone calls
• Ensuring accurate follow up regarding treatment plans/medications/referrals
• Treat all matters confidentially concerning patient information according to HIPAA guidelines.
• Adhere to group productivity and quality metrics
• Maintains a 20 call per hour threshold
• All other duties assigned including duties performed for affiliates, assigns, lessees, contractors or other third parties

Requirements:

Knowledge, Skills, & Abilities:

• Exceptional customer service skills
• Knowledge of modern office equipment and procedures.
• Previous EMR experience, preferred
• Athenahealth experience, preferred but not required
• Strong computer, phone, written and verbal communication skills
• Ability to effectively present information, respond to questions and professionally interact with physicians, office managers, employees, patients, referring physicians, co-workers, and all other callers
• Ability to handle multiple simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner
• Exhibit understanding of healthcare regulatory and compliance policy (e.g., HIPAA).
• High integrity, including maintenance of confidential information
• Ability to exercise good judgment and positively influence others, including handling confrontations with poise and efficiency

Qualifications:

Education and Experience:

• High school diploma; supplemented with two (2) years of customer service or related field
• Front office and/or experience answering multiple phone lines
• Experience in a medical call center setting, highly preferred
• Excellent customer service skills required
• Must be dependable, professional and a team player
• Excellent organizational and communications skills and ability to work independently
• Ability to adhere to deadlines

Physical Demands:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations will be made in accordance to ADA rules and regulations.

• Must be able to sit for 95% of the workday.
• Must be able to stand or walk 5% of the work day.
• Must be able to have repetitive wrist, hand and/or finger movement to type and work on a computer, telephone, and other office equipment.
• Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment.
• Must be able to exert up to 10 lbs. of force occasionally to lift, carry, push, pull, or otherwise move objects
• Must have clarity of vision and the ability to adjust focus.
• Must be able to speak and hear clearly.
• Regular attendance is a necessary and essential job duty.