Call Center - Patient Services Representative (PT)

Job Summary

Join us in our mission to provide direct clinical adult medicine to the underserved community in Philadelphia. Excel Medical Center offers primary care, internal and geriatric medicine through 14 clinics across Northern Philadelphia.

Essential Duties And Responsibilities

• Promptly answers incoming calls to schedule appointments for patients
• Makes outbound calls when follow-up is needed
• Ensures efficient processing and documentation of all information required for insurance verification, registration and billing in the Electronic Medical Record (EMR) system
• Demonstrates superior customer service to all external and internal customers and helps facilitate smooth flow of patient phone calls
• Communicates effectively with patients, physicians, and/or other departments regarding delays or any issues relating to patient appointments
• Consistently achieves team metric standards and expectations
• Maintains strict confidentiality at all times
• Positively supports mission, vision and values of the Hospital
• Bridges any compliance/ethics issues and recommends operational improvements
• Ensures successful adherence to policies, procedures and changes to the organization
• Performs other duties as assigned

Prior Experience And Education

• Minimum high school diploma or equivalent
• Excellent communication/listening skills; medical terminology experience is a plus
• Minimum 1 year prior experience in a health care/medical office setting is a plus
• Minimum 1 year customer service or call center experience is also a plus
• Prior experience with Electronic Medical Record systems (EMRs, especially Athena) is a plus

Skills and Competencies

• Comfortable working in a very fast-paced healthcare office environment
• Strong commitment to the mission of patient wellness and care coordination
• Great communication and interpersonal skills, and ability to speak to patients with patience and compassion
• Patient Navigator skills and ability to interact with other Care Team members
• Strong organizational skills with confidential patient materials, appointment tracking, and patient caseloads
• Excellent work ethic
• Experience working with electronic medical records (EMR) is a plus

Computer Skills

• To perform this job successfully, an individual should have knowledge of Microsoft Office & Google Suite software