Patient Services Rep

About the role

As our Patient Services Representative, you will be the first point of phone customer service contact for our patients, physicians, and other clinic staff. Every day you will provide prompt, accurate, courteous, and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email, and text.

Responsibilities

• Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments such as billing).
• Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
• Assist new members with introduction to and explanation of available services, processes, and availability of providers.
• Update patients on the status of their referral or authorizations.
• Answer, screen, and process a high volume of incoming calls in a professional manner.
• Direct patient access to the practice by scheduling and canceling patient appointments for multiple providers.
• Utilize and adhere to a phone script, clinical decision trees, and scheduling criteria following department guidelines.
• Use independent knowledge within scope of training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
• Perform duties including collecting and updating demographics, insurance information verification of health plan eligibility, and taking complete and accurate messages.
• Schedule mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record, and contact center systems, and assist with referrals and authorizations.

Requirements

• High School Graduate or GED.
• Experience with computer systems required, including web-based applications.

Qualifications

• Preferred: 1 year of higher education or some college.
• Preferred: Experience in a patient-focused healthcare environment.
• Preferred: 1 year of experience in a high-volume, multi-channel contact center.
• Enthusiasm to help others, an innate ability to solve complex problems, and a desire for continuous growth and improvement.

About the organization

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health—one of the largest health systems in the nation—with hospitals and care centers in California, Arizona, and Nevada.

Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive healthcare services to the many communities we serve. With 130+ clinics across the state, we deliver high-quality, patient-centric care with an emphasis on humankindness. We strive to create purposeful work settings where staff can provide great care while advancing in knowledge and experience through challenging work assignments and stimulating relationships.

Pay

$25.23 - $28.46/hour