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.

• Customer Service
  • 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.
• Scheduling
  • 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.
• Administration
  • 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.
    
    Registers new patients.
  • With guidance, collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.
• Patient Registration/Admissions/Discharge
  • 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
• Experience:
  • 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
• Schedule:
  
  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).

Full-Time

Regular, Temporary, Per Diem

Regular

40

$19.83-$29.49 Hourly

Offsite

Administration

Full-Time Remote