JOB SUMMARY
The Call Center Patient Services Representative is the voice of the company, providing the highest levels of courtesy, respect, and customer service during inbound calls from patients needing to schedule appointments with a medical provider. This position handles all aspects of patient scheduling and is a front-line representative of the practice.
DUTIES AND ESSENTIAL JOB FUNCTIONS
- Respond to incoming phone requests from patients, pharmacies, physicians' offices, and hospitals.
- Collect and verify patient demographics, insurance, and other relevant information.
- Work with patients to identify the most appropriate location, physician, and appointment time.
- Accurately document all patient requests and information
- Ensure call efficiency while maintaining excellent patient service
- Assist with incoming physician referrals
Other functions and Responsibilities
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
COMPETENCIES
- Patient & Customer Focus
- Ethical Conduct
- Flexibility
- Initiative
- Personal Effectiveness/Credibility
- Stress Management/Composure
QUALIFICATIONS
Required
- High School diploma or General Educational Development (GED)
- Minimum three years customer service experience
- Inbound call-center experience
- Medical experience
- Keen attention to details
- Adept at creative problem-solving
- Ability to empathize with patients in need of care
- Excellent communication skills
- Positive attitude and adaptability
Preferred
- Experience with adherence to KPIs/Metrics (Average Handle Time, Calls Per Hour, Hold Time, Quality Rating, schedule adherence)
- HIPAA compliance
- Bilingual/Spanish