Patient Services Representative - BRGP

About the Role

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.
  • Answer and 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 or inquiries.
  • Effectively address and resolve patient complaints or issues, escalating to a supervisor when necessary.
  • Apply a high level of critical thinking to ensure first call resolution when possible.
• Appointment Scheduling
  • Assist patients in scheduling appointments, processing cancellations or reschedules, and providing detailed information about services, doctors, and office locations.
  • Effectively communicate with 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).
• Adherence to Protocols
  • Adhere to established protocols and guidelines (e.g., The Patient Services Center method) to ensure consistent and high-quality service.
  • Follow safety standards and regulations to ensure a secure and compliant patient services center environment.
  • Stay current on healthcare policies, services, and systems to provide accurate information to all customers.
• Perform 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.
• Skills & Knowledge
  • Familiarity with medical terminology and procedures.
  • Basic computer skills and proficiency in relevant software applications.
  • Strong communication skills and 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 and patient-focused approach when dealing with inquiries and concerns.
  • Ability to maintain confidentiality and adhere to HIPAA regulations.
  • Preferred: Experience with Epic electronic medical records system.
  • Preferred: Bilingual (fluency in speaking Spanish).

HIPAA & Safety Requirements

• HIPAA
  • Maintain knowledge of and adherence to all applicable HIPAA regulations, including but not limited to: medical records (both paper and electronic), patient demographics, lab and radiology results, patient information related to surgery or appointment schedules, medical records related to quality data, patient financial information, patient billing (third party), patient-related complaints, information related to patient location, patients' religious beliefs, research information, and/or public health records.
• Safety
  • Maintain knowledge of and adherence to all applicable safety practices, including but not limited to: incident reporting, exposure control plans, hand washing, environment of care, and patient identification.

Performance Criteria & Standards

• Everyday Excellence Values
  • Demonstrate courtesy and caring to each other, patients and their families, physicians, and the community.
  • Take initiative in living the organization’s values and vital signs.
  • Identify customer needs proactively before the customer asks.
  • Participate in teamwork willingly and with enthusiasm.
  • Demonstrate respect for the dignity and privacy needs of customers through personal action and attention to the environment of care.
  • Keep customers informed, answer their questions, and anticipate their information needs.
• Corporate Compliance
  • Demonstrate commitment to the Code of Conduct, Conflict of Interest Guidelines, and Corporate Compliance Guidelines.
  • Practice diligence in fulfilling the regulatory and legal requirements of the position and department.
  • Maintain accurate and reliable patient/organizational records.
  • Maintain professional relationships with appropriate officials; communicate honestly and completely; behave in a fair and nondiscriminatory manner in all professional contacts.
• Personal Achievement
  • Demonstrate initiative in achieving work goals and meeting personal objectives.
  • Use accepted procedures and practices to complete assignments.
  • Use creative and proactive solutions to achieve objectives even when workload and demands are high.
  • Adhere to high moral principles of honesty, loyalty, sincerity, and fairness.
  • Uphold the ethical standards of the organization.
• Performance Improvement
  • Actively participate in Performance Improvement activities and incorporate quality improvement standards into job performance.
  • Optimize talents, skills, and abilities to achieve excellence in meeting and exceeding customer expectations.
  • Initiate or redesign processes to continuously improve work processes.
  • Contribute ideas and suggestions to improve approaches to work processes.
  • Willingly participate in organization and/or department quality initiatives.
• Cost Management
  • Demonstrate effective cost management practices.
  • Effectively manage time and resources.
  • Make a conscious effort to utilize the resources of the organization—material, human, and financial—efficiently.
  • Consistently look for and use resource-saving processes.
• Patient & Employee Safety
  • Actively participate in and demonstrate effective patient and employee safety practices.
  • Effectively communicate, demonstrate, coordinate, and emphasize patient and employee safety.
  • Proactively report errors, potential errors, injuries, or potential injuries.
  • Demonstrate departmental-specific patient and employee safety standards at all times.
  • Demonstrate the use of proper safety techniques, equipment, and devices, and follow safety policies, procedures, and plans.