Call Center Patient Service Representative

Job title


Call Center Patient Service Representative (PSR)


Reports to


Director of Operations


Status


Non-Exempt (Hourly $19.00 - $25.00)

Job purpose

The Call Center Patient Service Representative is responsible for providing excellent customer service to patients over the phone. This includes answering inquiries, scheduling appointments, and handling patient concerns efficiently and courteously. The representative serves as the first point of contact for patients, ensuring a positive experience and effective communication with the health center.

At Heartland, we are a people-centered environment dedicated to providing exceptional care and service to our patients. This role requires the ability to manage stress and maintain composure in a fast-paced, sometimes high-pressure setting. This role will require the ability to handle difficult situations and calm distressed patients to ensure a safe and supportive atmosphere. A foundational understanding of medical or dental terms to effectively communicate with patients and healthcare professionals is highly preferred.

Duties and responsibilities

• Patient Interaction & Experience:
  • Answer incoming calls promptly and professionally.
  • Address and resolve patient complaints or concerns promptly and professionally.
  • Provide information about the health center's services, policies, and procedures.
  • Facilitate communication between patients and clinical staff to ensure a smooth experience.
  • Ensure that services are accessible to all patients.
  • Use de-escalation techniques to manage and resolve conflicts calmly and professionally.
  • May respond to crisis phone calls and will need to connect callers to crisis services.
  • Handle patient inquiries and tasks promptly and efficiently to minimize wait times.
  • Ensure that information provided to patients is accurate and complete.
• Appointment Scheduling:
  • Schedule and confirm patient appointments, ensuring optimal utilization of the provider's template.
  • Coordinate with clinical staff to accommodate urgent appointments, triage and walk-ins.
  • Coordinate with clinical staff to ensure appointment availability and manage scheduling conflicts.
  • Provide patients with pre-appointment instructions and information; this may include Patient Portal resources.
• Patient Records Management:
  • Verify and update patient information in the EHR system accurately.
  • Ensure all patient interactions are documented properly and confidentiality is maintained.

• Insurance and Billing:
  • Verify patient insurance information and assist with pre-authorization when necessary.
  • Inform patients about co-pays, deductibles, and other payment responsibilities.
  • Assist patients with basic billing questions and connect with billing department to resolve any discrepancies.
• Communication:
  • Use effective communication skills to understand and respond to patients' needs.
  • Transfer calls to appropriate departments or personnel when necessary.
  • Follow up with patients as needed to ensure their needs are met.

• Confidentiality & Patient Privacy:
  • Adhere to the Health Insurance Portability and Accountability Act (HIPAA) regulations. By protecting patients' rights by maintaining confidentiality of personal and financial information.
  • Limit access to patient information to authorized personnel only.
  • Shred or securely dispose of documents containing patient information when they are no longer needed.
  • Conduct conversations involving patient information in private areas where they cannot be overheard by unauthorized individuals.
  • Verify the identity of callers before discussing patient information over the phone.
  • Verify patient identity before sharing information or discussing their appointment information.
  • Use secure channels for electronic communication of patient information (e.g., encrypted emails, secure messaging systems).
  • When scheduling appointments, avoid sharing unnecessary details that could reveal sensitive information to bystanders.
  • Handle patient complaints and issues with empathy and professionalism.
  • Escalate complex issues to the supervisor or appropriate department for resolution.

Qualifications

• High school diploma or equivalent required; additional education or certification in healthcare administration or a related field preferred.
• Previous experience in a healthcare setting or patient service role preferred.
• Previous experience in a call center, customer service, or healthcare setting preferred.
• Completion of Mental Health First Aid Certificate within 90 days of hire.
• Excellent interpersonal and communication skills.
• Excellent verbal communication and listening skills.
• Proficiency in using EHR systems and basic computer applications (e.g., MS Office, MS Teams).
• Strong organizational skills and attention to detail.
• Ability to handle sensitive and confidential information.
• Problem-solving skills and the ability to work under pressure.

Working conditions

• Fast-paced call center environment.
• Extensive use of computers and telephones.
• Regular interaction with patients, medical staff, and insurance companies.
• This role may be exposed to infections and contagious diseases.
• This role is subject to interruptions.
• This role completes tasks that are performed in close physical proximity to other people.
• This role requires working indoors in environmentally controlled conditions.
• This role requires de-escalation skills.

Physical Requirements

• Sufficient visual acuity to be able to read and write and operate equipment common to this position.
• Ability to sit for extended periods.
• Manual dexterity to operate office equipment.
• Moves equipment weighing up to 25 pounds.
• Moves throughout the building to meet with employees, patients, or visitors.
• Must be able to remain in a stationary position during shift.
• Ability to read, write, and speak English.
• Frequent communication with patients about their experience at the health center. Must be able to exchange accurate information in these situations.
• Operate a computer and other office equipment, such as tablets, scanners, printers, and phones.
• Adhere to process protocol or procedures.

Details

• Schedule: Full-time non-exempt (hourly).
  • Hours Monday - Friday 8:00AM - 7:00PM (as needed) (average 40 hours/week)
  • Shifts are typically 8 hours.
• Location: Heartland Community Health Center Bluestem Wellness (534 Michigan Street)