Patient Services Support Representative

Core Functions

• Communicates courteously and professionally both verbally and in writing with internal and external customers regarding Patient Portal issues, available laboratory testing & missing patient information.
• Interacts with co-workers with an emphasis on teamwork and a focus on customer service.
• All employees must be able to work all areas/departments/shifts as assigned.
• Attends meetings and remains current with internal/external communications, i.e. e-mail, newsletters, etc.
• Increased knowledge of laboratory terminology.
• Enters patient information to schedule appointments using TimeTrade and i-Ology software.
• Gathers information and modifies records as needed to maintain current database.
• Enters and verifies patient demographics, physician data, tests requested, appropriate clinical information and all other pertinent data found on requisitions as required for processing and billing into Quanum.
• Break and index all incoming faxed orders using the Virtual File Cabinet in the Freedom Imaging System.
• Completes documents legibly while focusing on quality by assuring all work performed is accurate and complete per site protocol.
• Follows established methods, practices and maintains familiarity with departmental procedures.
• Uses appropriate documentation to record communications.
• Maintains departmental standards for productivity and quality as currently defined.
• Uses company resources to resolve service related issues such as login issues, tests-in-question, provide support for all Appointment Scheduling Applications and PSC location information.
• When necessary escalates issues to a higher authority.
• Provides administrative support to Patient Services Administration.
• Participates in self-directed work teams to present thoughts and ideas that support the achievement of department metrics and the Company Roadmap.
• Completes special projects as assigned.

Qualifications

• High School Diploma or equivalent education.
• One (1) year of experience in customer service using a phone system.
• Must possess excellent organizational, interpersonal and communication skills.
• Must be able to function independently and requires the ability to multitask.
• Accurate and efficient keyboarding skills and ability to work with multiple programs with multiple screens.
• Intermediate to advanced knowledge and ability to work effectively with common office software including but not limited to Microsoft Office is required.