Patient Services Representative - BRGP

Job Purpose & Mission

We are seeking a compassionate and dedicated Healthcare Contact Center representative to join our team. In this role you will provide exceptional customer service to patients, healthcare providers, and other stakeholders by addressing inquiries, scheduling appointments, managing requests, and ensuring a positive experience. You will play a key role in ensuring our patients' needs are met efficiently and with care.

Responsibilities

• Customer Service: Respond to incoming calls, emails, and chat inquiries from patients, healthcare providers, and others with professionalism and empathy; manage inbound and outbound communication with a patient‑centric approach; provide accurate and timely information regarding services, appointments, and general inquiries; demonstrate patience and understanding when addressing patient concerns; effectively resolve patient complaints or issues, escalating to a supervisor when necessary; apply critical thinking to achieve first‑call resolution whenever possible.
• Appointment Scheduling: Assist patients in scheduling appointments, processing cancellations or reschedules, and providing detailed information about services, doctors, and office locations; communicate effectively with the clinical care team to relay patient observations and concerns.
• Documentation: Maintain accurate and confidential patient records and complete notes during and after each interaction; update patient information as needed and ensure compliance with data security and privacy regulations.
• System Routing: Route calls to the appropriate healthcare professionals or departments based on the nature of the inquiry (e.g., billing, medical records, etc.).
• Adherence to Protocols: Follow established protocols and guidelines (e.g., The Patient Services Center method) to ensure consistent, high‑quality service; observe safety standards and regulations to maintain a secure and compliant patient services environment; stay current on healthcare policies, services, and systems to provide accurate information.
• Performs all other duties as assigned.

Requirements

• Experience: Required – proven experience in a call center or customer service role; Preferred – prior call‑center experience within a medical or healthcare setting.
• Education: Required – none.
• Certifications & Licensure: Required – none.
• Special Skills or Knowledge: Familiarity with medical terminology and procedures; basic computer skills and proficiency in relevant software applications; strong communication skills; ability to convey complex medical information clearly and concisely; ability to handle a high volume of calls in a fast‑paced environment with efficiency and accuracy; empathetic, patient‑focused approach; ability to maintain confidentiality and adhere to HIPAA regulations; Preferred – experience with Epic electronic medical records system; bilingual (fluency in Spanish).

HIPAA & Safety Requirements

• HIPAA: Maintains knowledge of and adherence to all applicable HIPAA regulations, including protection of medical records (paper and electronic), patient demographics, lab and radiology results, surgical and appointment schedules, quality data, financial information, billing, complaints, location data, religious beliefs, research information, and public health records.
• Safety: Maintains knowledge of and adherence to all applicable safety practices, such as incident reporting, exposure control plans, hand washing, environment of care, and patient identification.

Performance Criteria & Standards

• Everyday Excellence Values: Demonstrates courtesy and caring to patients, families, physicians, and the community; takes initiative in identifying customer needs; participates enthusiastically in teamwork; respects dignity and privacy; keeps customers informed and anticipates information needs.
• Corporate Compliance: Commits to the Code of Conduct, Conflict of Interest Guidelines, and GHS Corporate Compliance Guidelines; fulfills regulatory and legal requirements; maintains accurate records; conducts professional, fair, and nondiscriminatory interactions.
• Personal Achievement: Shows initiative in achieving work goals; uses accepted procedures and creative solutions; adheres to high moral principles of honesty, loyalty, sincerity, and fairness; upholds organizational ethical standards.
• Performance Improvement: Actively participates in performance improvement activities; incorporates quality improvement standards; optimizes talents and skills; initiates process redesigns; contributes ideas for work‑process enhancements; participates in quality initiatives.
• Cost Management: Demonstrates effective cost‑management practices; manages time and resources wisely; seeks and utilizes resource‑saving processes.
• Patient & Employee Safety: Actively participates in and demonstrates effective safety practices; communicates and coordinates safety measures; proactively reports errors, potential errors, injuries, or potential injuries; follows departmental safety standards and uses proper safety techniques, equipment, and devices.