Call Center​/Patient Service Representative

Call Center/ Patient Service Representative

Starting at $47,840

This position requires excellent communications and customer service skills and is responsible for professionally responding to telephone inquiries in the Call Center from patients seeking health services provided by Henry J. Austin Health Center, and for front‑desk registration of patients for healthcare services. Call Center representatives solve problems and educate callers about our member health programs and procedures. Front Desk Patient Representatives maintain accurate and efficient patient registration, including accurate collection of payments, accurate insurance information, and comprehensive enrollment into programs such as Medicaid and Uncompensated Care.

Patient Representatives ensure a seamless transition from the front desk to the clinical departments. Employees must be cross‑trained and able to perform either function based on company needs.

• Promptly answer, screen, and process medical service requests and telephone inquiries while strictly adhering to confidentiality agreements, policies, and procedures.
• Provide information on Henry J. Austin’s customer programs, policies, and procedures.
• Collect and enter patient intake information into the appropriate medical service software system to initiate the transaction. Documentation is to be concise, thorough, and accurate.
• Refer patients to the Henry J. Austin nursing team for triage and medical advice.
• Utilize automated computer software to schedule appointments and effectively communicate appointment details to the appropriate party per established protocols.
• Participate in internal and external educational opportunities relevant to the call center or customer service environment.
• Meet outlined Henry J. Austin quality benchmarks and/or quality indicators as monitored through audits or recordings.

• Support organizational changes by demonstrating flexibility in providing coverage and/or availability for the call center or front desk patient registration via scheduling adjustments for unexpected absences, events, or call volume variances.
• Manage cash and efficiently process co‑pays; ensure accuracy with insurance verification procedures.
• Facilitate inter‑office team communication with respectful and constructive problem solving and resolve conflict among team members quickly and fairly.
• Maintain a working knowledge of all provider clinical schedules, call and leave schedules.
• Use, monitor, and maintain data from EHS modules including scheduling and patient registration.
• Tolerate frequent work interruptions, organize work, and reset priorities to complete work responsibilities in a timely manner.
• Adapt to frequent changes in procedures and state, federal, and agency regulations, as well as immediate responses to computer changes in billing and accounting systems and medical classification procedures.

• Customer service oriented.
• Willing to work at all HJA locations or remotely on demand as needed based on business needs.
• Meet Henry J. Austin incentive standards in all categories on a quarterly basis.
• Team player.
• Meet the expectations of internal and external customers in providing excellent service.
• Demonstrate positive customer relationship skills with all telephone encounters.
• Seek and support changes in call flow processes and communication services; suggest improvements and participate in organized efforts to improve service levels.
• Willingly perform other duties or tasks as assigned and handle multiple tasks effectively and efficiently.
• Promote a sense of pride in the call center and positive interpersonal relations among all team members.
• Exhibit commitment to effective problem‑solving techniques when issues arise.
• Arrive at workstation on time, ready to work, and demonstrate minimal absenteeism.
• Perform other duties and assume other responsibilities as apparent and/or assigned by the Patient Services Supervisor or Patient Access Director; duties may change or new ones may be assigned at any time with or without notice.

• Graduation with proof of high school…