Patient Services Representative

The Patient Services Representativeperforms clerical duties using specific knowledge of medical terminology and clinical procedures.

This role provides customer service to all patients and visitors entering the medical center.

Duties and Responsibilities

Influence patient satisfaction by ensuring patients is greeted upon arrival and properly registered in the system.

Communicate with transportation dispatchers to confirm arrival time to ensure patients are greeted.

Move the flow of patients, clients, and visitors upon arrival.

Provide service in a polite, courteous, and professional manner.

Periodically update patients of transportation wait time.

Ensure the lobby area is stocked with coffee, cups, and other applicable items.

Ethically and professionally handle confidential information.

Work primarily on the floor, in member areas, and throughout the center.

Contact security, environmental services, or management when necessary.

Monitor the overall appearance of the waiting areas.

Inquire patients of concerns to ensure their needs are met.

Answer incoming and outgoing calls professionally, courteously, and promptly.

Provide patients with accurate practice information. (e.g., office hours, address, etc.).

Daily communication with managersregardingchanges in schedule (e.g., physician cancellation, call outs, and new hires).

Keep track of physician and specialist schedules.

Communicate any technical issues including non-functioning telephones, system failures, and software issues to the manager.

Conduct all activities professionally, politely, and courteously; in alignment with company and department policies and procedures.

Conduct in-person orientation with newlyassigned members.

Promptly respond to members’ concerns regarding center activities and services.

Assure member is satisfied with service upon departure and troubleshootissues they may have.

Maintain continuous communication with administration and patient service representatives.

Promptly refer difficult issues to leads and managers.

Participate in the Patient Satisfaction Survey Program.

Perform other duties as assigned.

Qualifications / Education / Licenses

High school diploma or equivalent.

Bilingual in English andSpanish preferred; must be able to read, write and speak English.

1-2 years of experience in customer service environment preferred.

Basic computer knowledge including MS Office, internet, document with electronic health records.

Records and authorization system with minimal errors, sending e-faxes and email.

Strong people skills,proactive, independent decision making, and customer service oriented.

Excellent communication, customer service, and telephone skills.

Cheerful, pleasant, knowledgeable, and professional demeanor.

Strong organizational skills and ability to multi-task effectively.

Detail oriented and ability to work efficiently in a stressful environment.

Keen sense of teamwork and ability to manage a high volume of interpersonal relationships with tact and diplomacy.

Independently work and relate well with all levels of individuals within the organization.

Always maintain patient confidentiality.

Follow policies and procedures.

Work a flexible schedule and commute between locations.

Work with the Practice Management andElectronic Health Record system.

Complete an Access Application.