Patient Services Representative - BRGP

JOB SUMMARY

As a Patient Services Representative, you will play a pivotal role in providing exceptional customer service to patients and facilitating efficient communication between healthcare professionals. If you have a passion for assisting individuals in a healthcare setting and possess strong communication skills, this role offers an opportunity to contribute to the well-being of our patients.  

DUTIES AND RESPONSIBILITIES

Patient Interaction:

Answer and manage inbound and outbound calls with professionalism, empathy, and a patient-centric approach.  Provide accurate and timely information regarding medical services, appointments, and general inquiries.  Demonstrate patience and understanding when addressing patient concerns or inquiries.  Apply a high level of critical thinking to ensure first call resolution when possible. 

Appointment Scheduling:

Efficiently schedule and confirm patient appointments using the designated scheduling system.  Collaborate with various departments to coordinate and optimize appointment availability. 

Documentation and Record Keeping:

Maintain accurate and confidential patient records during and after each interaction.  Update patient information as needed and ensure compliance with data security and privacy regulations. 

Insurance Assistance:

Assist patients with insurance-related queries, including verification, pre-authorizations, and billing inquiries.  Collaborate with the billing department to address patient payment concerns. Communication Coordination:

Route calls to the appropriate healthcare professionals or departments based on the nature of the inquiry.  Effectively communicate with clinical care team to relay patient observations and concerns. 

Adherence to Protocols:

Adhere to established protocols and guidelines to ensure consistent and high-quality service.  Follow safety standards and regulations to ensure a secure and compliant patient services center environment. 

Other duties as assigned.  

Requirements

Proven experience in a call center or customer service role, preferably within a medical or healthcare setting.  Strong communication skills with the ability to convey complex medical information clearly and concisely.  Familiarity with medical terminology and procedures.  Ability to handle a high volume of calls in a fast-paced environment with efficiency and accuracy.  Empathetic and patient-focused approach when dealing with inquiries and concerns.  Basic computer skills and proficiency in relevant software applications.  Ability to maintain confidentiality and adhere to HIPAA regulations.  Experience with Epic electronic medical records system preferred.   Bilingual (fluency in speaking Spanish) preferred but not required. Full-Time