GENERAL SUMMARY OF DUTIES: Responsible for advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for: procedures, follow-up office visits, and ancillary services. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues.
REPORTS TO: Patient Service Manager
RESPONSIBILITIES
Duties include but are not limited to:
- Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.
- Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures
- Maintains and updates current information on physicians schedules and endoscopy block time; schedules patients according to physician availability and preference
- Collects and records accurate patient information according to the AGA Documentation Requirements
- Ensures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessary
- Ensures all applicable ancillary services are scheduled at AGA
- Handles requests for information or appointment received via the eCW Patient Portal or AGA Website in an efficient and timely manner
- Mails/Emails information packets to patients who are new to the practice
- Addresses questions regarding patient appointments and requests for information from referring providers
- Accurately provides or counsels patients and/ or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary
- Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team
- Answers emails and voicemails and returns patient calls in a timely and efficient manner
- Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts
- Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information
- Participates in staff meetings as directed by the Patient Service Supervisor or Manager
- Participates in marketing activities as directed by the Patient Service Supervisor or Manager
- Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager
- Any other duties and/or special projects as assigned
REQUIRED EDUCATION, SKILLS & EXPERIENCE
High School Diploma or GED required; Certified Medical Assistant preferred; strong customer service skills and ability to type 45 words a minute are required; 2-3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred; staff member must be computer literate, able to operate healthcare systems and multiple Microsoft Office applications; bilingual skills are strongly preferred, but not required.
*Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location.
ADDITIONAL SKILLS AND EXPERIENCE
Patient Service Representative must be able to:
- Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect
- Displays a professional outgoing warm and helpful attitude
- Possesses compassion for dealing with people who are ill and need help
- Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager
- Work under pressure; assess, respond, and communicate issues in a timely manner
- Communicate clearly with patients and coworkers through the telephone, email, and in-person
- Interpret and apply clinical and non-clinical policies and procedures
PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS
Requires sitting and standing associated with a normal office environment; travel within the Metro area required.
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