Patient Services Support Representative

Phlebotomy Assistant

This position is responsible for assisting patients with troubleshooting/navigation portal support, i.e. login, password reset, creating account. This position requires an organized, self-motivated, process driven professional who is an effective communicator with expertise in delivering exceptional patient customer service. This position is able to proficiently handle responding to voice mails, emails and high volume of inbound/outbound patient/client calls regarding sensitive HIPAA information. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.

Core Functions

1. Communicates courteously and professionally both verbally and in writing with internal and external customers regarding Patient Portal issues, available laboratory testing & missing patient information. Interacts with co-workers with an emphasis on teamwork and a focus on customer service. All employees must be able to work all areas/departments/shifts as assigned. Attends meetings and remains current with internal/external communications, i.e. e-mail, newsletters, etc. Increased knowledge of laboratory terminology.

2. Enters patient information to schedule appointments using TimeTrade and i-Ology software. Gathers information and modifies records as needed to maintain current database. Enters and verifies patient demographics, physician data, tests requested, appropriate clinical information and all other pertinent data found on requisitions as required for processing and billing into Quanum. Break and index all incoming faxed orders using the Virtual File Cabinet in the Freedom Imaging System.

3. Completes documents legibly while focusing on quality by assuring all work performed is accurate and complete per site protocol. Follows established methods, practices and maintains familiarity with departmental procedures. Uses appropriate documentation to record communications. Meets departmental standards for productivity and quality as currently defined.

4. Uses company resources to resolve service related issues such as login issues, tests-in-question, provide support for all Appointment Scheduling Applications and PSC location information. When necessary escalates issues to a higher authority. Provides administrative support to Patient Services Administration.

5. Participates in self- directed work teams to present thoughts and ideas that support the achievement of department metrics and the Company Roadmap. Completes special projects as assigned. Acknowledges and understands the importance of 'Patient Rights' and privacy (HIPAA).

Directly Reporting Matrix or Indirect Reporting None

Type of Supervisory Responsibilities N/A

Scope and Complexity Position works independently under general supervision following defined standards and procedures. Works in a fast paced, multi task environment with high volume requiring independent decision making and sound judgment to prioritize work. Responsibilities include involvement in intra-departmental and interdepartmental communications as well as in depth communications with external customers. Customers include patients, client services, marketing, billing, PSC's, nurses and doctors.

Physical Demands/Environment Factors Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager); Requires extensive sitting with periodic standing and walking. May be required to lift up to 20 pounds. Requires significant use of personal computer, phone and general office equipment. Needs adequate visual acuity, ability to grasp and handle objects. Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.

Minimum Qualifications

• High School Diploma or equivalent education.
• One (1) year of experience in customer service using a phone system.
• Must possess excellent organizational, interpersonal and communication skills.
• Must be able to function independently and requires the ability to multitask.
• Accurate and efficient keyboarding skills and ability to work with multiple programs with multiple screens.
• Intermediate to advanced knowledge and ability to work effectively with common office software including but not limited to Microsoft Office is required.

Preferred Qualifications

• Customer service in a laboratory/diagnostic/health care industry.
• Additional related education and/or experience.