Patient Service Rep

Summary:
Reports to the Practice Manager under the supervision of the Manager or Director of Cancer Services. Responsible for scheduling canceling rescheduling and registering of outpatient visits and procedures for multiple ambulatory clinics by collecting all necessary information for schedule and registration preparation. The completions of the responsibilities listed are handled via phone in a call center setting with a high volume of daily calls with the patient and or referring physician office. Responsible for the completion of messages related to but not limited to medications and patient requests.

 

Responsibilities:
Answers phones from patients/customers professionally and responding to patient/customer inquiries and complaints.



Schedules patients/customers based on scheduling guidelines and medical appropriateness



Receives a high volume of inbound calls with varying degrees of questions or concerns



Researches required information using accessible resources



Handling and resolving patient/customer complaints



Routing inbound calls to appropriate resources



Obtaining and collecting all necessary information from the patient/customer to schedule and register the patient for an appointment



Manages communication and coordination between the patient/customer and the providers/clinics



Manages and escalate priority issues



Identifies and communicates need for scheduling modifications.



Communicates perceived problem issues to Scheduling Call Center Supervisor.



Notifying appropriate personnel of any scheduling change due to patient cancellation in a timely fashion.



Attempts to optimize and increase efficiency of visit or procedure by recommending potential alternatives



Ability to manage urgent calls in such a way that urgent situations related to the provision of patient care are handled in an appropriate manner



Receives and responds to patient and staff needs and complaints appropriately within the realm of the �patient care� environment involving department supervisors and patient representative as needed.



Participates in on-going education activities to develop maintain and enhance professional expertise.



Continue efforts to enhance service excellence. Focusing on care communication compassion and patient/family centered care.



Supports the department in ongoing efforts to attain and maintain top-decile performance in quality outcome measures

 

Other information:
BASIC KNOWLEDGE:

High School graduate or GED with two years of formal secretarial/business education or its equivalent.



Knowledge of medical terminology required.



EXPERIENCE:

Strong EPIC skills including Cadence and Referrals preferred



Previous call center experience preferred



Knowledge of third party payors and insurance preferred



Requires exceptional critical thinking and analytical skills



Ability to work under minimal supervision



Requires strong communication customer service interpersonal skills and telephone etiquette



Must be able to take appropriate action in a stressful environment



Able to react effectively and calmly in emergencies



Motivation and drive for continuous self-development



Cooperatively interacts with the health care team to support and contribute to the overall goals of the department



Able to maintain patient/customer confidentiality



WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Ability to sit for extended periods of time.



Reasonable accommodations may be made to support individuals with disabilities to perform the essential functions.



Works collaboratively with all members of the health care team.



Normal office setting with electrical equipment (i.e. telephone personal computer copier fax machine etc.)



Computer Software/Systems include but are not limited to:

- Microsoft Office Professional Suite (Outlook Word Excel Access)

- Internet Explorer

- EPIC

- Cisco

 

Lifespan is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status.   Lifespan is a VEVRAA Federal Contractor.

 

Location: The Miriam Hospital USA:RI:Providence

 

Work Type: Full Time

 

Shift: 1

 

Union: Non-Union