Patient Services Representative (CC2653 - NIC)

Responsible For

• Answering telephone calls
• Making appointments
• Providing exemplary customer service
• Absorbing and completing referrals for Family Practice, Pediatric, and Behavioral Health providers
• Verifying insurance coverage and obtaining authorizations if needed
• Entering referrals and documenting communications in the Electronic Medical Record system
• Maintaining the appointment system to meet professional, administrative, and legal requirements

Duties And Responsibilities

• Ensuring prompt and courteous service upon each telephone call received
• Seeking and supporting changes in call flow processes and communication services
• Suggesting improvements and participating in efforts to enhance service excellence levels
• Scheduling patient appointments according to the established provider template, ensuring that patient information is current and/or updated
• Working cohesively and interdepartmentally with providers and support staff to optimize the provider's schedule and performing patient schedule changes as needed
• Scheduling and relaying information with companies or organizations in the healthcare field
• Ensuring accurate demographic information is entered in NextGen EPM
• Informing patients of required documentation necessary for registration, account updates, or release of patient information
• Ongoing tracking to provide appropriate documentation on referrals to promote and ensure patient safety
• Referring patient telephone calls promptly to the appropriate clinic or clinician/nurse if the patient has an immediate need
• Transferring complex and/or patient complaint telephone calls to the appropriate Director/Supervisor/Department to ensure patient satisfaction and confidentiality
• Providing excellent internal/external customer service via telephone contact to assist patients with their health care needs
• Performing other related duties as assigned

Job Qualifications

• High School graduate or equivalent required
• Medical background experience preferred
• Minimum of one year of experience in customer service
• Basic computer skills with proficiency in data entry and keyboarding
• Bilingual (English/Spanish) preferred

Physical Activities And Requirements

• Finger Dexterity: Using fingers to make small movements such as typing or picking up small objects
• Talking: Frequently conveying detailed or important instructions or ideas accurately, clearly, or quickly
• Hearing: Able to hear average or normal conversations and receive ordinary information
• Repetitive Motions: Frequently and regularly using the wrists, hands, and fingers
• Visual: Average, ordinary, visual acuity necessary to prepare or inspect documents or other materials
• Physical: Physical work involving bending, stooping, standing most of the time. May have to lift folders, files, papers, equipment, and other such items weighing up to approximately 25 lbs.