What are the responsibilities and job description for the Patient Services Representative position at AllerVie Health?
At AllerVie Health, our team members are unified around our mission to help patients achieve and maintain optimal health and quality of life - free from the symptoms and suffering of allergies, asthma, and related immunological conditions. From our physician and clinical roles to our administrative and operational support roles and everything in between - we change lives for the better - giving people their lives, health, and vitality back in real, tangible ways. We live every day on mission and wake up excited to tackle new challenges and provide people with health solutions.
When you join AllerVie, you join a crucial workforce that provides meaningful care and service to our allergy patients. We value the knowledge and experience you bring to AllerVie and we reward your efforts and dedication with a competitive compensation and benefits offering that allow you to offer your best to our patients. These benefits include the following for full-time employees (scheduled 30 hours weekly):
- Eligible for benefits the first of the following month after date of hire
- (3) major medical plan offerings
- Dental and vision plan offerings
- Supplemental benefit offerings: accident, critical illness, hospital indemnity, short-term and long-term disability, supplemental life insurance, flexible spending and dependent care spending plans
- Company paid benefits: $50K basic life and AD&D insurance, Teladoc plan for employee and dependents at no cost, Employee Assistance Program to include work/life balance resources and counseling
- 401k Plan with VOYA after 6 months of AllerVie employment. Company match of 100% of the first 3% of employee contributions. 50% for the next 2% of employee contributions.
- Generous paid time off that increases with years of service
- Paid holidays
Job Summary:
As a Patient Services Representative at AllerVie Health, you will play a crucial role in ensuring the efficient and effective scheduling of patient appointments, with a primary focus on New Patient appointments. You will be responsible for managing appointment requests, cancellations, and rescheduling, while maintaining a high standard of professionalism and delivering excellent customer service. You will be the front line for communicating with potential patients interested in receiving allergy care and their first experience with our brand and mission. This role will be metric-driven and uniquely positioned to help our company provide allergy care to patients who need it nationwide. This position is scheduled Monday - Friday.
Essential Job Duties:
Appointment Scheduling
- Schedule, reschedule, and cancel patient appointments, with an emphasis on New Patient appointments, in accordance with company guidelines and patient preferences.
Inbound and Outbound Communication
- Respond to inbound patient inquiries originating from digital marketing campaigns, website appointment request forms, chatbots, etc. Initiate outbound calls to patients in response to appointment inquiries and follow-up as needed.
Professional Communication
- Maintain professional and compassionate communication with patients and referral sources, ensuring their needs and concerns are addressed promptly and effectively.
- Foster a positive and supportive work environment using active listening and open communication.
Collaborative Work
- Collaborate closely with the Corporate Marketing, Billing, Intake, Clinical, and Operations departments to streamline the scheduling process and ensure optimal patient care.
Quality Assurance
- Ensure that scheduling practices align with the highest standards of quality and patient care, consistently promoting a positive and efficient patient experience.
Data Management
- Accurately enter and maintain patient information, insurance information, and appointment details in the scheduling system. Accurately enter and maintain appropriate lead generation tracking information, ensuring each inbound or outbound lead’s record accurately conveys their conversion status.
Required Skills/Abilities:
- Previous experience in a healthcare scheduling or virtual customer service role is preferred.
- Excellent communication skills, both written and verbal..
- Proficiency in using business technology (e.g. - medical practice scheduling systems, call center software, phone systems, Microsoft Office Suite, etc.
- Strong organizational skills and attention to detail.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Compassionate and patient-oriented approach to customer service.
- Knowledge of medical terminology is an advantage.
- Ability to adapt to changing priorities and respond to patient needs effectively.
Education and Experience:
- High school diploma or equivalent; additional relevant education or certifications are a plus.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
AllerVie Health is an Equal Opportunity Employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.
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