Patient Representative - Urology Call Center

We currently have an open position for a Patient Experience Representative role. This role provides customer service by assisting with our call center and various projects throughout the department.

• Demonstrates positive and effective customer service that supports departmental and hospital operations.
• Interacts and provides positive and effective customer service to patients and families.
• Responds to routine inquiries about hospital protocol, policies, and procedures.
• Involves supervisor to assist with resolution of complex issues.

• Under close supervision, schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions.
• Monitors daily schedule and coordinates flow to optimize resource utilization and patient experience. With guidance, communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient patient/visitor flow.

• Answer, screen, and route telephone calls. Record and forward messages and triage calls for urgent information or services. Initiate calls for emergency services as required.

• With guidance, collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.

• Monitors clinic activity to ensure the best possible patient experience.
• Prepares routine forms required for appointment and daily operations.
• Records and processes patient demographics, insurance/payment, and referral information for patient encounters.
• Collects all necessary clinical documentation and information. Transcribes code and patient treatment information into a billing system.
• May collect, record and secure co-payments made by patients/ families. Reconciles payments and prepares deposits providing an accurate accounting of fund. Provides an accurate record of transactions in the Hospital systems.
• Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules.

Education:

• A high school level of education, bachelor’s degree preferred

• Prior customer service or administrative experience preferred
• The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations
• The ability to work with diverse internal and external constituencies

M-F, First 90 days 100% onsite for training, then remote.

This role is eligible for a $2,000 sign on bonus (not eligible for internal candidates).