Call Center / Patient Service Representative

Job Description

Job Description

Starting at $47,840

MAJOR FUNCTION

This position requires excellent communications and customer service skills, and is responsible for professionally responding to telephone inquiries to the Call Center from patients seeking health services provided by Henry J. Austin Health Center, and for front desk registration of patients for healthcare services. Representatives in the Call Center are responsible for solving problems and educating callers about our member health programs and procedures. Front Desk Patient Representatives are responsible for maintaining accurate and efficient patient registration, including accurate collection of payments and accurate and complete insurance information collection, and comprehensive patient enrollment and registration into other programs, such as Medicaid and Uncompensated Care which provide for patient healthcare needs.  Patient Representatives ensure a seamless patient transition from the front desk to the clinical departments. This position requires employee to be cross-trained and to be able to perform either function in the Call Center or at the Front Desk based on company needs.

ESSENTIAL FUNCTIONS

CALL CENTER :

• Promptly answers, screens, and processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
• Provides information on Henry J. Austin’s customers’ programs, policies, and procedures.
• Collects and enters patient intake information into the appropriate medical service software system to initiate the transaction. Documentation is to be concise, thorough, and accurate.
• Refers patients to the Henry J. Austin nursing team for triage and medical advice.
• Utilizes automated computer software to schedule appointments, and effectively communicate such information to the appropriate party per established protocols.
• Participates in internal and external educational opportunities relevant to the call center or customer service environment.
• Meets outlined Henry J. Austin quality benchmarks and / or quality indicators as monitored through audits or recordings.

PATIENT REPRESENTATIVE :

ADDITIONAL RESPONSIBILITIES :

REQUIREMENTS :

EDUCATION & EXPERIENCE :

LICENSURE AND / OR CERTIFICATIONS :

KNOWLEDGE, SKILLS, ABILITIES AND OTHER (KSAO’s)

PHYSICAL & WORK REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position requires the manual dexterity sufficient to operate phones, computers and other office equipment.  The position requires the physical ability to kneel, bend, and perform light lifting.  This person must have the ability to write and speak clearly using the English language to convey information and be able to hear at normal speaking levels both in person and over the telephone.  Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus.  Generally, the working conditions are good with little or no exposure to extremes in health, safety hazards and / or hazardous materials.

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