Patient Services Representative - Specialty Float Pool

Responsibilities

• Captures and manages all aspects of patient scheduling, including creating appointments, rescheduling, cancelling, and managing self-scheduled appointments.
• Manages a multi-line telephone system, identifying and directing patients with emergent/urgent symptoms to appropriate clinical staff for screening.
• Verifies and sets up active and contracted insurance coverage in multiple systems, educating patients on insurance-related terms and processes.
• Enrolls patients on the patient portal and explains its features, benefits, and usage recommendations.
• Requests and coordinates interpreter services for patients who require them.
• Greets patients, completes check-in processes, and assists with completing necessary paperwork.
• Maintains and responds to patient message pools, coordinating communication between staff and patients.
• Coordinates emergent or add-on patient care requests with the clinical team and providers.
• Monitors and manages appointment queues, preparing and sending various patient outreach communications.
• Initiates and coordinates outside medical record requests, ensuring timely document preparation and scanning for the Health Information Management department.
• Facilitates communication between clinics, patients, and insurance companies for referral management.
• Collects copayments in accordance with organizational goals.
• Maintains a tidy patient waiting area and staff work areas, adhering to infection control standards and safety protocols.
• Orders and restocks patient forms and non-medical supplies.
• Performs open and close duties, which may vary depending on the clinic.
• Performs other duties as assigned.

Qualifications

• High School diploma or equivalent.
• One year of experience in a customer service role.
• Excellent interpersonal communication skills, including the ability to communicate effectively with a diverse range of individuals and maintain composure under pressure.
• Strong written communication skills, including accurate spelling and legible handwriting.
• Ability to work independently, show initiative, and collaborate effectively within a team environment.
• Active listening skills and the ability to de-escalate situations appropriately.
• Basic knowledge of medical terminology and common medications.
• Experience using Real Time Eligibility (RTE) Payer/Insurance Portals and Electronic Medical Record (EMR) systems, preferably Epic.
• Familiarity with HIPAA and other health industry compliance standards.