Patient Service Representative

Patient Service Representative (63293)

United Digestive

General Summary of Duties: Responsible for advanced level scheduling for all patients, including 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.

• Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.
• Schedule, reschedule, and manage cancellations and no shows for patient office visits and procedures.
• Maintain and update current information on physician schedules and endoscopy block time; schedule patients according to physician availability and preference.
• Collect and record accurate patient information according to the AGA Documentation Requirements.
• Ensure all applicable procedures are scheduled in AGA endoscopy suites; coordinate scheduling of procedures in hospital if necessary.
• Ensure all applicable ancillary services are scheduled at AGA.
• Handle requests for information or appointments 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.
• Address questions regarding patient appointments and requests for information from referring providers.
• Accurately provide or counsel patients and/or relatives with pertinent information regarding medical treatment or procedures; distribute or mail preps to patients if necessary.
• Meet or exceed quality and productivity standards as set by the Patient Service Leadership team.
• Answer emails and voicemails and return patient calls in a timely and efficient manner.
• Complete requests for information from other AGA staff and ensure that they are handled promptly and effectively to guarantee payment on patient accounts.
• Abide by and promote HIPAA compliance; maintain strictest confidentiality with regards to patient information.
• Participate in staff meetings, marketing activities, and ongoing customer service training as directed by the Patient Service Supervisor or Manager.
• Perform any other duties and/or special projects as assigned.

High School Diploma or GED required;
Certified Medical Assistant preferred. Must have strong customer service skills and ability to type 45 words per minute. 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.

• Possess the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect.
• Display a professional, outgoing, warm and helpful attitude.
• Possess 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.

Requires sitting and standing associated with a normal office environment; travel within the Metro area required.