Patient Services Representative

• 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
• Schedule mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record and contact center systems
• Assist with referrals and authorizations
• Provide effective patient experiences
• Schedule and register patient appointments and/or provide information for other requests
• Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy
• 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.

• High School Graduate or GED
• Experience with computer systems required, including web based applications.

• 1 year of higher education, some college
• Experience in a patient-focused healthcare environment
• 1 year experience in high volume multichannel contact center

medical, prescription drug, dental, vision plans, life insurance, paid time off, tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings