Patient Service Representative - Call Center

Primary Function

• The Patient Services Representative communicates with patients via the telephone to ensure accurate, prompt and courteous scheduling of primary care appointments, such as preventative screenings or routine office visits. This position is also responsible for delivering superior customer service, answering phones, confirming appointments, communicating with all departments and individuals regarding matters relating to patient care, and obtaining and entering accurate demographic/insurance information for all encounters including patient financial expectations.

Essential Duties and Responsibilities

• Promptly answers incoming calls to schedule appointments for patients; makes outbound calls when follow-up is needed.
• Ensures efficient processing and documentation of all information required for insurance verification, registration and billing in the Electronic Medical Record (EMR) system.
• Demonstrates superior customer service to all external and internal customers and helps facilitate smooth flow of patient phone calls.
• Communicates effectively with patients, physicians, and/or other departments regarding delays or any issues relating to patient appointments.
• Consistently achieves team metric standards and expectations.
• Maintains strict confidentiality at all times.
• Positively support mission, vision and values of the Hospital.
• Brings forth any compliance/ethics issues and recommendations for operational improvement.
• Ensures successful adherence to policies, procedures and changes to the organization.