Patient Services Rep

Overview

Job Title:

Patient Services Rep

Location:

Morris Cancer Center

Department Name:
Clinical Practice Management

Req #:

Status:
Hourly

Shift: Day

Pay Range: $19.74 - $24.97 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview: The purpose of the Patient Service Representative PSR will be to assist in presenting the face and voice of the Rutgers Cancer Institute of NJ services to our current and potential patient populations. They will coordinate scheduling Medical, Surgical and Radiation Oncology as well as Infusion and referral appointments at all appropriate sites to ensure and enhance coordination of care for every patient.

The Patient Service Representative will be the hub for all incoming external and internal requests related to scheduling appointments for all clinic sites, confirming and updating demographic and insurance as needed, and confirming referrals are active for upcoming visits.

If residing in the call center location, they will primarily interact with patients and families via phone and will be accountable to applicable phone performance metrics such as abandonment rate, phone courtesy and appropriate dispositioning. Call center PSRs will also perform outbound calls to prepare patients and families for upcoming appointments and, in the case of a missed appointment, to schedule the patient to prevent further delays of care.

If residing in the clinic location, they will primarily interact with patients and families in person and will be accountable to applicable performance metrics such as transcribed orders, courteous interactions and accuracy of scheduling. Clinic based PSRs may perform outbound calls to schedule referral appointments or schedule patients for upcoming visits.

Qualifications:

Required:

• 0 – 3 years of related experience within the healthcare field
• Ability and interest to learn clinical information and criteria
• Position requires exquisite communication skills
• Ability to read, write, and speak or communicate in English to successfully accomplish the essential duties of the position
• Highly effective oral and written communication skills are required to communicate with clinical, administrative, and other personnel
• Superior interpersonal skills are important in maintaining a sound public image in dealing with patients, families, and referring physicians
• Must be computer literate with proficiency and working knowledge of database and reporting tools such as Microsoft Word, Excel, Power Point and Adobe Acrobat
• Must demonstrate a commitment to working with people with cancer
• Position requires interaction and competency in providing care to patients in all age categories from neonates through geriatrics and all populations with an emphasis on patients with cancer

Preferred:

• Knowledge of medical terminology
• Bilingual in English and other languages a plus

Scheduling Requirements:

• Working Shift: Monday – Friday
• Day Shift
• Full-Time, 40 Hours Per Week

Essential Functions:

• As a Patient Service Representative, actively participates in ensuring that telephone calls or electronic requests are handled in an effective and consumer- friendly manner
• Promptly answers Cancer Institute of New Jersey Patient Service Center telephones if applicable; makes every effort to respond within three rings
• Responds to telephone and in person contacts with patients or family members in an appropriately courteous, helpful fashion
• Responds to telephone or in person referrals, inquiries, and other contacts with professionals, outside agencies, and other parties in a professional and cordial manner
• Processes telephone or in person service requests/referrals while adhering to prescribed Cancer Institute of New Jersey Patient Service Center procedures
• Maintains comprehensive and up-to-date knowledge of programs, services and rs offered at Cancer Institute of New Jersey and the eligibility criteria for said programs and providers
• Maintains comprehensive and…