Patient Services Representative

PATIENT SERVICES REPRESENTATIVE

needed for busy medical practice in Myrtle Beach. Must have excellent computer and customer service skills. Hours are M-TH 7:45AM-5:15PM & FRI. 8AM-12PM. No nights or weekends! Excellent pay and benefits including paid holidays, PTO and sick time, medical, dental, vision, short& long-term disability, employee assistance program, company paid life insurance, pre-paid legal, identity theft, pet insurance, and 401k offered.

GENERAL SUMMARY OF DUTIES

Receives incoming telephone calls from patients or others and schedules appointments, directs calls to the appropriate person, opens cases as needed to communicate with providers and offices, sends emails to patients regarding new patient appointments, physicals and annual wellness visits.

SUPERVISION RECEIVED

Reports to CBO Team Lead and/or Business Services Director.

SUPERVISION EXERCISED

: None

TYPICAL PHYSICAL DEMANDS

: Requires sitting for long periods of time and working in an office environment. Some bending and stretching required. Working with telephone and computer required. Manual dexterity required for use of mouse and computer keyboard.

TYPICAL WORKING CONDITIONS

: Normal office environment.

EXAMPLES OF DUTIES

: Accepts incoming calls in an expedient manner while providing the highest level of customer service. Always answers telephone in a pleasant and professional manner using proper telephone answering technique outlined by HR P& P. Schedules or reschedules patient appointments correctly for each physician as outlined in their protocols using scheduling overlay program (currently Dash) according to standards. Maintains and updates current information on patient accounts. Works call sheet from answering service on a rotating basis. Works patient cases open to call center from Athena and the patient portal on a rotating basis. Works voice messaging system (Connect-On-Call) on rotating basis. Monitors and handles chats on CHS website on rotating basis. Opens cases in Athena to provider staff involving questions from incoming calls. Recognizes problem areas immediately and brings them to the attention of the manager. Routes appropriate patients in 'collection status' to the collection department prior to making appointment. Properly screens calls prior to transferring according to set protocol. Participates in educational activities Maintains strictest confidentiality abiding by HIPAA regulations. Performs related work as required.

PERFORMANCE STANDARDS

Average number of calls handled per hour over a month: 14 or more calls/hour

• Excellent 12
• 13 calls/hour
• Very Good 10-11 calls/hour
• Satisfactory 9 or less calls/hour
• Needs Improvement Average monthly usage of scheduling overlay program (Dash): 81% or higher
• Excellent 76%
• 80%•Very Good 70%•75%•Satisfactory 69% or less•Needs Improvement Customer service complaints (may come from patients, staff or other outside sources) in a 3-month period of time.

0-3 complaints

• Excellent 4 complaints
• Satisfactory 5 or more complaints
• Needs Improvement

JOB REQUIREMENTS

KNOWLEDGE, SKILLS

AND ABILITIES

Ability to communicate clearly and concisely. Knowledge of grammar and spelling. Ability to work in close proximity to others. Skill in using computer. Ability to work effectively with co-workers and patients. Ability to work in a stressful, busy environment at times with uninterrupted attention to detail and thought process while maintaining high concentration. Requires hearing within normal range.

EDUCATION

High school diploma or

GED EXPERIENCE

One year of administrative medical office experience and terminology as well as 1 year of customer service is required. Experience in a call center, switchboard board, and/or high-volume call setting is preferred.

CERTIFICATE/LICENSE

: None. This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as need evolves.