Front Office/Call Center - Patient Services Representative

Role and Responsibilities:

1. Answer patient inbound phone calls in a high-volume call center

2. Make outbound phone calls to patients as needed

3. Respond to patient questions via portal, phone call, and EHR

4. Register new patients with accurate patient and insurance information and update existing accounts as needed, utilizing special software and procedures.

5. Guide/troubleshoot patients through telehealth and portal set up as needed

6. Schedule patients for multiple departments accurately

7. Protect the confidentiality of patients personal, financial, and medical information

8. Take concise, accurate phone messages, execute solutions and/or forward via electronic tasking as appropriate

9. Collaborate with other PSR staff to improve patient care

10. Communicate effectively and professionally with patients, providers, and nursing staff to create an efficient work environment

11. Using EHR software, accurately index and file scanned documents and information into patient's electronic medical record

12. Collect payments and co-payments, keeping an accurate ledger of both, balancing ledgers and deposit daily.

13. Fax and/or scan confidential patient information.

14. Duty and department specifics utilizing specialized tools and software, including but not limited to, utilizing websites and specialty software, accessing daily schedules, patient searches, accessing patient profile, update patient location and demographics, process phone calls, use text templates, view tasks, create new tasks and other competencies as required by department.

15. Train other Patient Service Representatives when necessary

16. Other duties as assigned by the department manager, lead receptionist, physician.

Qualifications and Education Requirements:

1. Minimum of a high school diploma or equivalent.

2. Self-starter with a positive attitude, willing to learn and work as a team with excellent public relation and customer service skills!

3. Ability to adapt to quickly changing situations and handle stressful situations calmly and competently.

4. Excellent telephone and public relations skills with pleasing telephone voice. Ability to type and spell accurately.

5. Demonstrates strong communication and organizational skills, ability to prioritize, detail oriented, prompt, reliable and enjoy a fast-paced environment.

6. Capable of learning complex computerized appointment scheduling systems.

7. Demonstrate and maintain strong team building skills.

8. Employee performs routine, and some non-routine, continuous and repetitive work.

9. Excellent computer, verbal and written communication skills.

10. Spanish language skills preferred.

Supervisory Responsibilities: None

Physical Demands: Good physical condition, able to stand, walk, sit, bend and lift 15 - 20 lbs.

Position Type/Expected Hours to Work: Medical office position working a weekly schedule Monday - Friday, 40 hours per week.

Other Duties: As assigned.