Patient Services Rep

Patient Services Rep

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.

Your success in this role comes from your enthusiasm to help others, your innate ability to solve complex problems, and your desire for continuous growth and improvement. Success in this role means you:

• 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 including collecting and updating demographics, insurance information, verification of health plan eligibility, taking complete and accurate messages, to name a few.
• Schedule mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record, and contact center systems.
• Assist with referrals and authorizations.
• As the first point of patient contact, your role is to provide effective patient experiences.

Patient Service:

• Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.). Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
• As appropriate, assist new members with introduction to and explanation of available services, processes, and availability of providers.
• Update patients of the status of their referral or authorizations.
• Answers, screens, and processes a high volume of incoming calls in a professional manner. Directs patient access to the practice by scheduling and canceling patient appointments for a multiple providers.
• Utilizes and adheres to a phone script, clinical decision trees, and scheduling criteria following department guidelines. Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
• Communicates, to patients and internal and external ordering physicians' offices, complex exam preparations instructions including, but not limited to, appointment arrival expectations, necessary documents requirements, outstanding balances, estimated co-pays, and other necessary preparations instructions in a courteous manner.
• Sends out accurate and complete communication to physicians or other healthcare providers.

First Contact Resolution:

• Determine the reason for the call and assist the caller with their questions, concerns, or problems with the focus on first call resolution. Facilitate patient issue-resolution by referring the matter to the RN, physician, supervisor, or issue/content expert.
• Support other team members with escalation concerns guiding them in the correct process.
• Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter.

Contact Handling:

• Ability to comprehend and communicate clearly and effectively (both verbally and in writing) with medical center staff, patients, families, and other internal and external customers.

Flexibility:

• Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem solving.

Contact Control:

• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has or can be found. Ability to clearly articulate a response to the patient using appropriate voice modulation.

Problem Solving:

• 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: Ability to 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. Ability to remain calm in stressful situations.

PRO-ACTIVELY CONTRIBUTES TO ORGANIZATIONAL EXCELLENCE:

• As described by the DHMF Way, True North. Focus at all times on improving the patient's experience by delivering on a culture of yes.
• Problem solves to maximize opportunities and minimize unnecessary steps.
• Keeps work spaces and all patient areas clean and clutter free.
• Maintains professional appearance and follows all dress code guidelines.
• Flexible to change work hours/days, and floats to support others.
• Initiates ways to increase Physician productivity.

Job Requirements:

Required:

• High School Graduate, or High School GED General studies
• Minimum of 6 months experience scheduling patient appointments, either in-person or via phone.
• Experience with computer systems, including office windows based programs and web based applications.

Preferred:

• 1 year of higher education, some college.

**This position is represented by the SEIU-UHW.**

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona, and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians, and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.

Depending on the position offered, CommonSpirit Health offers a generous benefit package, including but not limited to medical, prescription drug, dental, vision plans, life insurance, paid time off (full-time benefit eligible team members may receive a minimum of 14 paid time off days, including holidays annually), tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings, as may be amended from time to time. For more information, please visit our Total Rewards page.

Unless directed by a Collective Bargaining Agreement, applications for this position will be considered on a rolling basis. CommonSpirit Health cannot anticipate the date by which a successful candidate may be identified.

CommonSpirit Health is an Equal Opportunity/Affirmative Action employer committed to a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, parental status, ancestry, veteran status, genetic information, or any other characteristic protected by law. For more information about your EEO rights as an applicant, please click here [PDF].

CommonSpirit Health will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c). External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances. If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at View phone number on click.appcast.io and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will