Patient Service Representative

Job Title: Patient Service Representative

Reports to: Business Operations Manager

Department: Business Operations

FLSA Class: Non-Exempt

Updated: June 2024

Summary: The Patient Service Representative is responsible for providing top-notch over-the-phone customer service to each person who contacts the clinic, and consistently strives to provide accurate, friendly, and quick patient communications enhancing their ability to respond to more patients in the queue.   

Job Responsibilities:

• Answer patient phone calls following Standards of Communication, providing accurate information while not providing medical advice.
• Dispatch all calls and messages appropriately and in a timely manner.
• Have a thorough knowledge of Clinic Protocols, Policies, Procedures, and Services.
• Input patient information accurately following clinic policies and procedures.
• Responsible for routing calls and providing a level of professional service that exceeds customer’s expectations.
• Maintains confidentiality concerning proprietary information, patient information, and employees as patients’ information.
• Bring any patient concerns or complaints to the immediate attention of the Business Operations Manager and or Patient Advocate.
• Responsible for tracking, monitoring, and reporting phone data and acting on the data to improve metrics (i.e. abandon call rate).
• Responsible for meeting phone data and service benchmarks established by the organization and managed through the Business Operations Manager.
• Works openly with the Business Operations Manager, providing suggestions for improvements or enhancements to current processes, suggesting new processes, and providing innovative and creative solutions supporting organizational and departmental goals.
• Performs all other duties as assigned.

Qualifications:

• High school diploma or GED required.
• 1-2 years of experience in a prior customer service role required.
• Prior experience in a medical office setting preferred.
• Bilingual (English/Spanish) preferred.

Skills:

• Listens, identifies, and responds quickly and effectively to internal and external needs.
• Communicates effectively with all patients and employees.
• Displays organizational skills, abilities to multi-task, and uses time and resources effectively.
• Displays good judgment and decision-making skills.
• Effectively collaborates and seeks clarification and confirms accuracy as needed.
• Utilizes teamwork to achieve desired results and contributes to projects while developing positive working relationships.
• Pursues goals with commitment and takes initiative eagerly.
• Demonstrates accuracy, thoroughness, and reliability; manages time and priorities; develops and follows work procedures.
• Evaluates own performance and accepts constructive feedback to continue learning.

Physical and Mental Demands of the Job:

All employees, including those who become disabled, must be able to perform the essential job function listed below, either unaided or with the assistance of a reasonable accommodation. The functions listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. This essential functions document does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

• Talking: The ability to speak effectively.
• Average Hearing: The ability to hear average conversations and respond accordingly.
• Repetitive Motion: The employee is regularly required to sit; use hands to finger, handle, or feel. The employee is required to stand; walk; reach with hands.
• Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up objects and pinching fingers together.
• Average Visual Abilities: Specific vision abilities required by this job include; close vision, color vision and ability to adjust focus.
• Working Conditions: Works in a well-lit, climate-controlled environment. The noise level in the work environment is usually high. Potential exposure to infectious disease is possible.
• Physical Strength: The employee must occasionally lift and/or move up to 10 pounds.
• Mathematical Ability: Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  This is not an exhaustive list of all duties and responsibilities associated with this job. Hunter Health Clinic Inc. reserves the right to amend and change responsibilities to meet business and organizational needs.