Patient Services Representative

PRIMARY FUNCTION

This position serves as the first-line responder for patient portal-related issues, appointment requests, form submissions, new patient registrations, and prenatal inquiries. The individual will troubleshoot, test, perform minor setups, and provide support for various features and processes within the patient portal, as well as handle requests received via email, text, or the portal.


ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all of the duties that may be assigned.

1. Patient Portal Support: Assist patients with accessing and navigating the patient portal, including troubleshooting login issues, resetting passwords, and resolving connectivity problems
2. Appointment Management: Handle appointment requests received through the patient portal, email, or text, including scheduling, rescheduling, and canceling appointments as needed.
3. Form Submission and Processing: Review and process patient-requested forms (e.g., school forms, referrals, RX refills, Letters, etc.).
4. New Patient Registration: New patient registration, including account creation, profile setup, and insurance information verification. Verify the accuracy of patient data and ensure it is correctly entered into the system for seamless integration with electronic medical records (EMR).
5. Prenatal Inquiries and Support: Respond to prenatal inquiries from patients, providing information on available services, prenatal care protocols, and appointment scheduling.
6. Communication and Follow-Up: Monitor and respond promptly to patient requests and inquiries received through email, text, or the patient portal. Maintain clear and concise communication with patients, providing updates on request status, resolutions, and any additional steps needed.
7. Documentation and Reporting: Maintain accurate records of all patient interactions, issues resolved, and actions taken within the portal or other communication channels. Generate reports on common patient portal issues, trends, and recommendations for process improvements to management.
8. Collaboration with Management: Assist the management team by providing insights and feedback on recurring patient issues, potential training needs, and suggestions for enhancing the portal's user experience. Support management with any special projects or initiatives related to patient portal optimization and patient engagement.
9. Compliance and Privacy: Ensure all activities comply with HIPAA and other relevant regulations, maintaining the confidentiality and security of patient information.

SUPERVISORY RESPONSIBILITIES

No supervisor duties

QUALIFICATIONS

EDUCATION: High School diploma or equivalent

EXPERIENCE: Prefer a minimum of one year experience in a call center environment. Knowledge of TriMed and eCW system, excellent English writing skills, and clear, effective communication. Previous customer service experience is required.

LICENSURE / CERTIFICATION

• None

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of XPM/ ECW EMRs
• Must have strong verbal, written, and interpersonal communication skills
• Demonstrates ability to work well in a team environment.
• Strong multi-tasking skills.
• Attention to detail, accuracy, and timeliness are critical.
• General PC knowledge including Microsoft Office, Excel, Word, PowerPoint, Internet, and Email.

TYPICAL WORKING CONDITIONS

• Non-patient facing
• May rotate working in the office and remote
• Operating Computer
• Sitting
• Walking

OTHER PHYSICAL REQUIREMENTS

• Vision
• Sense of sound
• Sense of touch

PERFORMANCE REQUIREMENTS

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.