Patient Services Representative (CC2689 - NIC)

About the role

Responsible for answering telephone, making appointments, and providing exemplary customer service. Assists with completion of referrals for Family Practice, Pediatric, and Behavioral Health providers, including verification of insurance coverage and obtaining authorizations when needed. Enters referral information and documents communications in the Electronic Medical Record system. Maintains an appointment system that meets applicable professional, administrative, and legal requirements.

Responsibilities

• Provides prompt and courteous telephone service, adhering to established etiquette standards.
• Supports and suggests improvements to call flow processes and communication services to enhance service excellence.
• Schedules patient appointments according to provider templates, ensuring patient information is current and updated.
• Coordinates with providers and support staff to optimize schedules and performs patient schedule changes as needed.
• Relays scheduling and information to external healthcare organizations.
• Ensures accurate demographic data entry in NextGen EPM and informs patients of required documentation for registration, account updates, or release of information.
• Maintains tracking and documentation on referrals to promote patient safety.
• Provides information on Sliding Fee Scale availability and required documentation for program participation.
• Refers patient calls with immediate needs to the appropriate clinic or clinician nurse.
• Transfers complex or patient complaint calls to the appropriate Director/Supervisor/Department to ensure satisfaction and confidentiality.
• Delivers excellent internal and external customer service via telephone to assist patients with healthcare needs.
• Performs other related duties as assigned.

Requirements

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