Patient Services Representative - Part Time Job Baton Rouge area,Louisiana USA,Healthcare

Join to apply for the Patient Services Representative - Part Time role at Baton Rouge General Medical Center
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JOB PURPOSE & MISSION
We are seeking a compassionate and dedicated Healthcare Contact Center representative to join our team. In this role, you will provide exceptional customer service to patients, healthcare providers, and other stakeholders by addressing inquiries, scheduling appointments, managing requests, and ensuring a positive experience. You will play a key role in ensuring our patients' needs are met efficiently and with care.

ESSENTIAL JOB FUNCTIONS

Customer Service

Respond to incoming calls, emails, and chat inquiries from patients, healthcare providers, and others with professionalism and empathy.
Answer and manage inbound and outbound communication with a patient‑centric approach.
Provide accurate and timely information regarding services, appointments, and general inquiries.
Demonstrate patience and understanding when addressing patient concerns or inquiries.
Effectively address and resolve patient complaints or issues, escalating to a supervisor when necessary.
Apply a high level of critical thinking to ensure first call resolution when possible.

Appointment Scheduling

Assist patients in scheduling appointments, processing cancellations or reschedules, and providing detailed information about services, doctors, and office locations.
Effectively communicate with clinical care team to relay patient observations and concerns.

Documentation

Maintain accurate and confidential patient records and complete notes during and after each interaction.
Update patient information as needed and ensure compliance with data security and privacy regulations.

System Routing

Route calls to the appropriate healthcare professionals or departments based on the nature of the inquiry (ex: billing, medical records, etc.).

Adherence to Protocols

Adhere to established protocols and guidelines to ensure consistent and high‑quality service.
Follow safety standards and regulations to ensure a secure and compliant patient services center environment.
Stay current on healthcare policies, services, and systems to provide accurate information to all customers.

Performs all other duties as assigned.

JOB REQUIREMENTS

Experience
- Required:
  
  Proven experience in a call center or customer service role.
- Preferred:
  Prior call center experience within a medical or healthcare setting.
Education
- Required:
  
  None.
Certifications & Licensure
- Required:
  
  None.
Special Skills or Knowledge
- Required:
  
  Familiarity with medical terminology and procedures;
  Basic computer skills;
  Strong communication skills;
  Ability to convey complex medical information clearly and concisely;
  Ability to handle a high volume of calls in a fast‑paced environment with efficiency and accuracy;
  Empathetic and patient‑focused approach when dealing with inquiries and concerns;
  Ability to maintain confidentiality and adhere to HIPAA regulations.
Preferred
- Experience with Epic electronic medical records system.
- Bilingual (fluency in speaking Spanish).
HIPAA & SAFETY REQUIREMENTS
- HIPAA – Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to this job position.
- SAFETY – Maintains knowledge of and adherence to all applicable safety practices appropriate to this job position.

PERFORMANCE CRITERIA & STANDARDS

Key performance and behavioral expectations include Everyday Excellence values, compliance with corporate policies, and continuous improvement of patient and employee safety practices.

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