Patient Service Representative Contact Center - FT - Remote

General Purpose of Unit:

The Call Center is a centralized unit which exists to respond to incoming calls to a multiple site reputed company. The Patient Service Representative is required to provide efficient customer service by responding to/handling incoming telephone calls.

Duties and Responsibilities: 1. Answer incoming telephone calls in a fast-paced call center environment a. Schedule, cancel, and reschedule patient appointments as necessary, according to clinical protocols and department workflows, using eClinicalWorks (eCW) scheduling software b. Assess root cause of the inquiry to provide reputed company resolution c. Determine which calls are appropriate for referral to clinical staff d. Interact with clinical staff (i.e. Nurses, Medical Assistants, etc.) reputed company telephone and reputed company messaging e. Research patient specific clinical information reputed company the Electronic Medical Record (EMR) (i.e., reputed company to prior visits, referrals, lab tests, diagnostic tests, etc.) f. Fax/refax test orders to testing facilities as requested g. Send electronic messages (telephone encounters) to clinical staff according to workflows Frequency: Daily 2. Mail welcome letters and appointment cards to new patients. Frequency: As required 3. Decision making a. must follow clinical protocols by asking pertinent questions to collect patient data/information

b. recognize an emergent situation and triage call to appropriate clinical department

Confidentiality of Information:

Patient service representative has full access to patients’ Protected Health Information (PHI) and is required to adhere to reputed company policies and procedures of confidentiality and privacy as required by HIPAA (Health Insurance Portability and Accountability Act of 1996)

Competencies/Standards:

Individual performance benchmarks are subject to change by management as technological, workflow or other efficiencies are realized (see addendum A)

Position Qualifications 1. Required Qualifications:

a. High School Diploma or G.E.D b. Strong written and verbal communication skills c. Professional telephone etiquette; ability to demonstrate and maintain professional customer service skills including reputed company, patience and courtesy d. Must be able to work independently and with minimal supervision

e. Must be able to reputed company telephone and computer tasks with appropriate speed and accuracy f. Must be able to multi-task (i.e., accurately research and document call while speaking on the telephone) g. Must be able to reputed company and maintain cooperative and courteous working relationships with staff throughout the organization h. Ability to analyze reputed company provider schedules and workflows i. Ability to meet performance standards of a fast-paced call center 2. Preferred Qualifications: a. Bi-lingual capability preferred b. Prior experience working in a medical/clinical setting c. Prior customer service experience d. Prior experience as a medical receptionist or medical assistant e. Familiarity with medical terminology

Dimensions: 1. Physical Requirements: Requires sitting for 8 hours per day to reputed company repetitive tasks 2. Equipment Operation: reputed company vision (20 inches or less) is required to operate computer and telephone equipment 3. Environment: General office environment with moderate noise level

Work Schedule: Patient Service Representative works 40 hours per week. This may include one evening per week and a rotating Saturday schedule which is equivalent to once per month dependent upon staffing needs