Patient Services Representative

Benefits

Compensation : $20 - $21 / hour. We offer excellent benefits including : medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including ten paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan.

Responsibilities

• Follows all departmental and organizational policies and procedures, establishes and maintains courteous, cooperative relations with the public, patients, and staff from all departments.
• Ensures and promotes excellent customer service to all internal and external customers.
• Answers incoming calls and responds to all callers’ inquiries; monitors call center queues to ensure calls are answered in a timely manner and executed correctly.
• Utilizes NextGen Electronic Practice Management (EMP) and Electronic Health Record (EHR) for all patient interactions.
• Schedules / reschedules appointments for patients.
• Triages calls based on established procedures including urgent medical calls. Pages health center staff as needed.
• Screens new patients over the phone for eligibility and registers as appropriate.
• Maintains established Key Performance Indicators (KPIs) for call volume, call duration and call quality in a fast-paced, busy call center that receives over 26,000 calls per month.
• Verifies current demographics and insurance information with every patient, enrolls patients in LifeLong Patient Portal, and updates information in system as necessary.
• Maintains effective written and verbal communication including appropriate and clear communication in patients’ Electronic Health Record (EHR) and Electronic Practice Management System (EPM).
• Answers non-patient incoming calls and requests for information, and transfers to the appropriate department(s).
• Answers questions and provides general information, refers to appropriate resources.
• Assists with training and onboarding of new Patient Services Representatives.
• Performs other related duties as required.

Qualifications

Job Requirements

Job Preferences