Patient Service Representative

GENERAL SUMMARY OF DUTIES

Responsible for advanced level scheduling for all patients to include 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.

Patient Service Manager

• Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.
• Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures.
• Maintains and updates current information on physicians schedules and endoscopy block time; schedules patients according to physician availability and preference.
• Collects and records accurate patient information according to the AGA Documentation Requirements.
• Ensures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessary.
• Ensures all applicable ancillary services are scheduled at AGA.
• Handles requests for information or appointment 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.
• Addresses questions regarding patient appointments and requests for information from referring providers.
• Accurately provides or counsels patients and/or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary.
• Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team.
• Answers emails and voicemails and returns patient calls in a timely and efficient manner.
• Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts.
• Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information.
• Participates in staff meetings as directed by the Patient Service Supervisor or Manager.
• Participates in marketing activities as directed by the Patient Service Supervisor or Manager.
• Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager.
• Any other duties and/or special projects as assigned.

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

Patient Service Representative must be able to:

• Possesses the ability to deal with patients, visitors, co‑workers, and physicians with courtesy and respect.
• Displays a professional outgoing warm and helpful attitude.
• Possesses 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.