Patient Service Center Agent

Overview

The Patient Service Center Agent supports patients, providers, nurses and patient advocates with telephonic support.

Overall purpose of this position

• Manages high volume of inbound calls based on predetermined performance metrics with first call resolution.
• Responsible for accurate and timely scheduling of medical including nurse visits, behavioral health, midwifery and dental appointments; completes mini registration including patient demographics and insurance information.
• Informs patients of all financial assistance and payment options available and refers patients to appropriate financial support staff.
• Creates telephone encounters based on patient requests and sends to appropriate provider/care team.
• Creates prescription refill requests and routes to appropriate provider for resolution.
• Communicates general clinic information based on guidelines.
• Follows department and organization’s Policies and Procedures.
• Coordinates patient transportation when scheduling appointments for patients with need.
• Participates in educational activities or training sessions as appropriate.

• High school diploma or GED.
• Computer proficiency:
  Application of EMR and related functional software.
• Excellent customer service skills including the ability to speak clearly and concisely with a pleasant telephone voice.
• Ability to read and understand oral and written instructions.
• Ability to follow written policies and procedures.
• Ability to work independently in a high volume, fast-paced environment.
• Attention to detail entering all information accurately.
• Understands and initiates a team work approach when appropriate.
• Knowledge of medical insurance preferred.
• Desire to deliver quality work and the ability to maintain performance metrics in the department.
• Fluent in English and Spanish preferred.

• Ability to see, communicate, hear and utilize electronic communication devices.
• Demonstrated ability to sit or stand for long periods of time; able to perform repetitious tasks.
• Ability to work days, evenings and weekends.

Previous experience that is necessary background to qualify for this position:
At least 1-year work experience in a medical office setting preferred.

REPORTS TO AND EVALUATED BY:
Manager of Patient Services