Patient Services Representative

Essential Duties

• Provide exceptional customer service to all patients, including but not limited to, scheduling and confirming appointments, using a multiline phone, and performing data entry into the EPIC Electronic Practice Management (EPM) system.
• Accurately and promptly schedule, reschedule, and cancel physician patient appointments for the convenience of the patient and/or their representative.
• Maximize CommUnityCare resources through efficient scheduling practices.
• Interview new patients and/or their representative to identify the proper match with a CommUnityCare clinic and primary care provider (PCP).
• Gather patient demographic and insurance information to begin the scheduling process.
• Identify urgent scheduling needs and prioritize them with the appropriate clinic.
• Resolve patient inquiries as directed.
• Facilitate financial screening services.
• Perform other duties as assigned.
• Maintain a positive and flexible attitude, cooperate and work collaboratively to help others.
• Embrace diversity throughout the workplace with patients, their families, and co-workers by making a genuine effort to understand the needs of others.
• Collaborate with all departments and divisions of CommUnityCare to provide patient-centered care.
• Follow the CommUnityCare Code of Conduct and exhibit CommUnityCare Core Values at all times.

Knowledge/Skills/Abilities

• Knowledge of appointment scheduling.
• Ability to implement defined scheduling protocols.
• Strong customer service skills, including the ability to resolve patient complaints or refer them appropriately to the manager.
• Working knowledge of the Epic EPM/EMR Systems and standard Microsoft Office tools, including Outlook, Word, and Excel.
• Bilingual (English/Spanish) strongly preferred.
• Ability to multitask while working in a fast-paced environment.

Minimum Education

High school diploma or equivalent

Minimum Experience

1 year previous experience in a medical or call-center setting required

Ability to type at least 45 wpm

Previous scheduling, registration, billing, or administrative assistant experience