Patient Services Representative 3

Responsible for interacting professionally and efficiently with all callers, patients, and associates.  Must have a desire to provide customer service and achieve the goals and objectives established by the Thomas Eye Group.  Will greet and welcome callers in an eloquent telephone manner that may lead to scheduling/coordinating appointments accurately and efficiently. Consistently answers general questions about the clinic's policies, procedures, and services. Must display kindness and a caring attitude to ensure that the caller's experience is positive. Consistently enters data in the EMR system and records detailed information in the patient file. Communication must be professional and effective when speaking with patients, insurance providers, medical providers, physicians, and staff. Maintains the work area in a neat and organized manner.

Required Minimum Education: High School Diploma;

Required Minimum Experience: 1 year in medical practice and 1-2 years in a call center required

A combination of experience, education, and/or training that substantially demonstrates the following knowledge, skills, and abilities

• Knowledge of Medicare, Medicaid, commercial insurance carriers, managed care, and EMR systems
• Ability to successfully communicate with physicians, management, and other staff as required to execute job duties
• Be dependable, a self-starter, and work with some level of independence to achieve results
• Ability to work efficiently, independently, and in a team environment
• Ability to give and receive constructive criticism to improve skills and understanding of tasks
• Ability to function well in a team environment, maintain good communication with co-workers and supervisors
• Must understand TEG's mission and objectives and the importance of attitude, attendance, accuracy, appearance, aptitude, and adaptability in achieving objectives
• Knowledge of MS Word, Excel, and the Internet
• Provides a caller with first-call resolution
• Listens, builds rapport, and displays empathy and courtesy with callers/patients
• Systematically and thoroughly researches, and effectively communicates all options and resources for callers
• Responsible for balancing patient needs with high call volume
• Records patient's complete demographic and insurance information, and enters it into the EMR system with accuracy
• Willing and able to take the initiative to identify problems and suggest ways of correction
• Be able to understand the doctors' schedules and special testing for each TEG location
• Gathers information and uses relevant resources (telephone, computer applications, and resource books)
• Data entry must be completed in a timely fashion with accuracy
• Works with the Call Center Supervisor to ensure doctors' schedules are reviewed daily for open appointments and accuracy for the listed procedure and patient information.
• Send tasks to all locations with the patient's request as needed.
• Must be able to multitask without losing composure or becoming frustrated.
• Must maintain a busy call productivity rate of taking 85 calls or better daily.
• Must have a pleasant telephone voice/excellent interpersonal skills, and maintain a Quality Score of 85 or above
• Attend training meetings, associate meetings, and organizational committee meetings as requested
• Follows and ensures implementation of TEG policies and procedures
• Reports onsite as needed.
• Performs other duties as assigned