Patient Services Representative

Overview

In collaboration with patients, families (as defined by the patient) and staff across all disciplines and departments is responsible for serving as the initial point of contact for new and established CommUnityCare patients. Functions include appointment scheduling, providing information about the status of patient prescriptions, serving as a single point-of-contact for community providers serving CommUnityCare patients, and relaying messages to clinic staff as needed.

Responsibilities

Essential Duties:

• Provide exceptional customer service to all patients, including but not limited to, scheduling and confirming appointments, using a multiline phone, and performing data entry into the EPIC Electronic Practice Management (EPM) system.
• Accurately and promptly schedule, reschedule, and cancel physician patient appointments for the convenience of the patient and/or their representative. Maximize CommUnityCare resources through efficient scheduling practices.
• Interview new patients and/or their representative to identify the proper match with a CommUnityCare clinic and primary care provider (PCP). Gather patient demographic and insurance information to begin the scheduling process.
• Identify urgent scheduling needs and prioritize them with the appropriate clinic.
• Resolve patient inquiries as directed.
• Facilitate financial screening services.
• Perform other duties as assigned.
• Ensure a positive patient experience through professional interaction with patients and proper phone greeting etiquette.
• Maintain strict confidentiality of personal health information (PHI).
• Meet or exceed identified patient experience metrics
• Schedule appointments accurately and efficiently, using established guidelines.
• Follow standardized patient scheduling practices, utilizing telephone scripts as provided.
• Maintain a positive and flexible attitude, cooperate and work collaboratively to help others.
• Embrace diversity throughout the workplace with patients, their families, and co-workers by making a genuine effort to understand the needs of others.
• Collaborate with all departments and divisions of CommUnityCare to provide patient-centered care.
• Follow the CommUnityCare Code of Conduct and exhibit CommUnityCare Core Values at all times

 

Knowledge/Skills/Abilities :

• Knowledge of appointment scheduling.
• Ability to implement defined scheduling protocols.
• Strong customer service skills, including the ability to resolve patient complaints or refer them appropriately to the manager.
• Working knowledge of the Epic EPM/EMR Systems and standard Microsoft Office tools, including Outlook, Word, and Excel.
• Bilingual (English/Spanish) strongly preferred.
• Ability to multitask while working in a fast-paced environment.

Qualifications

MINIMUM EDUCATION:  High school diploma or equivalent

MINIMUM EXPERIENCE:

• 1 year previous experience in a medical or call-center setting required
• Ability to type at least 45 wpm
• Previous scheduling, registration, billing, or administrative assistant experience