JOB CONTENT

Position Summary:

(Overall purpose of this position)

• The Patient Service Center Agent supports patients, providers, nurses and patient advocates with telephonic support.

Essential duties and responsibilities which must be performed in order to carry out the position purpose summarized above:

(The following description is a general representation of the key duties and responsibilities of this position. Other duties may be assigned, as required.)

1. Manages high volume of inbound calls based on predetermined performance metrics with first call resolution.
2. responsible for accurate and timely scheduling of medical including nurse visits, behavioral health, midwifery and dental appointments; completes mini registration including patient demographics and insurance information.
3. Informs patients of all financial assistance and payment options available and refers patients to appropriate financial support staff.
4. Creates telephone encounters based on patient requests and sends to appropriate provider/care team.
5. Creates prescription refill requests and routes to appropriate provider for resolution.
6. Communicates general clinic information based on guidelines.
7. Follows department and organizations Policies and Procedures.
8. Coordinates patient transportation when scheduling appointments for patients with need.
9. Participates in educational activities or training sessions as appropriate.

Qualifications:

1. Specific knowledge, training or skills required to perform the duties of this position. Specific concepts, courses, training programs or required certifications:

(To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• High school diploma or GED.
• Computer proficiency: Application of emr and related functional software.
• Excellent customer service skills including the ability to speak clearly and concisely with a pleasant telephone voice.
• Ability to read and understand oral and written instructions.
• Ability to follow written policies and procedures.
• Ability to work independently in a high volume, fast-paced environment.
• Attention to detail entering all information accurately.
• Understands and initiates a team work approach when appropriate.
• Knowledge of medical insurance preferred.
• Desire to deliver quality work and the ability to maintain performance metrics in the department.
• Fluent in English and Spanish preferred.

Essential Physical Demands and Working Environment:

(The physical demands and work environment described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to see, communicate, hear and utilize electronic communication devices.
• Demonstrated ability to sit or stand for long periods of time. able to perform repetitious tasks.
• Ability to work days, evening and weekends.

Previous experience that is necessary background to qualify for this position:

• At least 1-year work experience in a medical office setting preferred.

REPORTS TO AND EVALUATED BY: Manager of Patient Services