Patient Service Representative VI (65080)
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Location:
Atlanta, GA, US
Company:
United Digestive
Summary:
This advanced role is responsible for complex patient scheduling for procedures, follow-up visits, and ancillary services via phone or electronic communication, while also obtaining accurate patient documentation. Duties include managing cancellations, updating physician schedules, handling Patient Portal requests, and ensuring proper coordination of all necessary services and preps.
Requirements:
Hard Skills: Scheduling, Patient Information Documentation, Physician Scheduling, Endoscopy Center Scheduling, Patient Portal Management, Issue Resolution, Call Handling, Customer Service, HIPAA Compliance, Computer Literate, eCW, Typing, Bilingual, Communication, Prioritization, Policy Interpretation
Experience: 2-5 years
Job Description:
Job DetailsJob Location: Patient Service Center - Atlanta, GA 30345Position Type: Full TimeEducation Level: High School or GEDTravel Percentage: As needed for business requirements.Job Category: Patient Service CenterGENERAL SUMMARY OF DUTIES: Responsible for advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for: procedures, follow-up office visits, and ancillary services. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues. Growth opportunity for senior level up to PSR VI position.* Must meet and maintain an average Overall Score of 85% or better to apply for open position.
Title
# of Brands/Acquisitions
Time in Position
Patient Service Representative I
1
New Hire
Patient Service Representative II
2
6 months or more
Patient Service Representative III
3
12 month or more
Patient Service Representative IV
4
18 months or more
Patient Service Representative V
5 or more
24 months or more
Patient Service Representative VI
Must have MA experience, and service both CSR and PSR calls as required
6 months in MA position
LOCATION: Potential remote position
REPORTS TO: Patient Service Manager
RESPONSIBILIITES
Duties include but are not limited to:
Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.
Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures
Maintains and updates current information on physicians’ schedules and endoscopy block time; schedules patients according to physician availability and preference
Collects and records accurate patient information according to the UNITED DIGESTIVE Documentation Requirements
Ensures all applicable procedures are scheduled in UNITED DIGESTIVE endoscopy suites; coordinates scheduling of procedures in hospital if necessary
Ensures all applicable ancillary services are scheduled at United Digestive
Handles requests for information or appointment received via the eCW Patient Portal or United Digestive Website in an efficient and timely manner
Mails/Emails information packets to patients who are new to the practice
Addresses questions regarding patient appointments and requests for information from referring providers
Accurately provides or counsels patients and/ or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary
Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team
Answers emails and voicemails and returns patient calls in a timely and efficient manner
Completes requests for information from other United Digestive staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts
Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information
Participates in staff meetings as directed by the Patient Service Supervisor or Manager
Participates in marketing activities as directed by the Patient Service Supervisor or Manager
Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager
Any other duties and/or special projects as assigned
REQUIRED EDUCATION, SKILLS & EXPERIENCE
High School Diploma or GED required; Certified Medical Assistant preferred; strong customer service skills and ability to type 45 words a minute are required; 2-3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred; staff member must be computer literate, able to operate healthcare systems and multiple Microsoft Office applications; bilingual skills are strongly preferred, but not required.
*Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location.
ADDITIONAL SKILLS AND EXPERIENCE
Patient Service Representative must be able to:
Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect
Displays a professional outgoing warm and helpful attitude
Possesses compassion for dealing with people who are ill and need help
Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager
Work under pressure; assess, respond, and communicate issues in a timely manner
Communicate clearly with patients and coworkers through the telephone, email, and in-person
Interpret and apply clinical and non-clinical policies and procedures
PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS
Requires sitting and standing associated with a normal office environment; travel within the Metro area required.Qualifications
