Patient Service Representative

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** About Our Company
** We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through Village

MD and our operating companies , , , , and .When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.
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* Please Note:

** We will only contact candidates regarding your applications from one of the following domains: , , , , , , or  
** Job Description
** At Village

MD, we are looking for a Patient Services Representative for our call center to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we have partnered with many of today's best primary care physicians. We are equipping them with the latest digital tools. Empowering them with proven strategies and support.

Inspiring them with better practices and consistent results.

We are creating care that is more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we are looking for individuals who share our sense of premier service excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.  In this role you will offer inbound and outbound phone support using telephony and EMR system(s).  

The ideal candidate has experience in a contact center environment and can understand the needs of others to meet those needs with great service and operational processing accuracy.  Knowledge of the healthcare industry including clinical terminology, insurance, medical billing processes, and EMR/HIN systems preferred but not required.  The ability to have premier service interactions with patients is critical to success in this role, in addition to processing with operational accuracy and excellence.
** How you can make a difference
*** Answer all phone calls in a patient, empathetic, and passionately communicative manner
* Consistently process requests with the absolute highest degree of operational accuracy
* Deliver on a commitment to solve problems with patience and understanding, providing knowledgeable and thoughtful service to exceed expectations
* Schedule appointments and demonstrate active listening to identify and analyze client problems, providing information and solutions in a timely manner
* Communicate effectively, including appointment details, insurance information, and medical questions via telephone, email, and chat
* Ensure that all barriers to care (such as language, transportation restrictions, or financial needs) are addressed
* Collect and update new patient’s demographic and insurance information
* Provide clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patient’s electronic health records
* Follow organizational guidelines regarding the use of the Electronic Medical Record (EMR) in compliance with HIPAA and patient confidentiality standards
* Maintain access to the Health Information Exchange (HIN) and other related systems
* Use HIN and other related systems to gather information needed to coordinate care and keep patients’ electronic health records up to date with the status of care that is being coordinated
* Maintain surveillance ticklers and/or works with Health Information Technology to proactively identify the need for patient care
* Navigate patient to care, as assigned
** Skills for success
*** A “people-first” attitude and premier customer service DNA
* A genuine excitement to help patients and process with operational excellence
* A problem solver who can confidently…