What are the responsibilities and job description for the Patient Services Representative position at Vera Whole Health?
Patient Service Representative
About Vera
Vera Whole Health is leading the critical shift to value-based care across the United States. Vera is the only care model with the capability to deliver whole system health to a diverse patient population from a single care center. The Vera model is uniquely designed to help people achieve optimum social, psychological, and physical well-being – an outcome that’s neither probable nor affordable within the current sick-care system. The Vera model is anchored by three core elements: high engagement, managed care, and organizational culture change, which combine to drive down utilization of costly services like ER, inpatient/outpatient visits, and transform the overall health of the organization. Join the health revolution.
About Team
As a care team member, you are able to do what you love more fully and effectively, accompanying patients on each step of their health journey. With health coaches embedded in your team, you’ll also be able to provide valuable guidance through each stage of behavior change so that patients become empowered in their health journeys.
About Role
As a Patient Service Representative at Vera Whole Health, you are the first touchpoint of the organization when patients interact with the care center and are the first person that a patient sees at their visit. A team player, you are the crucial link between the patient and clinical care team, working collaboratively in support of direct patient care. You also provide administrative support for the care center, maintain the front office, schedule appointments, ensure accuracy of patient information, and help make each patient experience great.
“I’ve always had a passion for helping others and impacting peoples’ lives. Vera has allowed me the space to be who I am, while giving me the opportunity to connect with others.”
— Melody Tran, Patient Service Representative, Vera Whole Health
Essential Functions
You will:
- Uphold the mission, vision, and values of Vera Whole Health
- Deliver an unprecedented patient experience, employing utmost diplomacy and tact while welcoming patients, customers, and visitors to the care center
- Provide exceptional customer service at all times, exercising problem-solving and conflict resolution skills when handling patient concerns, referring patients to appropriate personnel as needed
- Schedule appointments for patients and update any patient information in the EMR
- Perform daily outreach (phone, email, mail, etc.) to remind patients of next day appointments and proactive outreach as directed by clinic leadership
- Perform day-to-day administrative functions, including center level referral management and managing office supplies
- Answer phone calls while maintaining a high level of customer service and embedding urgent/emergent protocols using a multi-line system
- Contact insurance companies or other associated companies as needed for patient care
- Verify patient eligibility for clinical services and insurance, collect patient copay when appropriate
- Practice confidentiality and privacy protocols in accordance with clinical policies and HIPAA requirements, which includes maintaining restricted areas by safeguarding keyless entry codes and computer system passwords in strict confidentiality
- Participate in regular care team meetings to collaborate on team priorities
- Be willing to work a variety of shifts, including early mornings, evenings, and weekends as needed
- Performs other duties as assigned
Education & Experience
You have:
- High school diploma or GED, Associate Degree or higher preferred
- Minimum 1-2 years of experience working in a customer service setting, medical office preferred
- Experience answering multiple phone line systems in a highly confidential environment
- Experience working in EMR systems, NextGen preferred
- Experience with MS Office suite
- Ability to type a minimum of 45 WPM
- Advanced phone skills with ability to effectively relate the needs of patients, customers, and visitors in an efficient and productive manner
Benefits
Transforming healthcare isn’t easy. It takes hard work and dedication. That’s why we offer a highly competitive compensation and benefits package. Here are just a few of the benefits you'll receive.
- Competitive base pay
- Premium medical, dental, vision coverage with health savings account (HSA) pre-tax savings option
- Access to Vera care center services, VeraDirect telehealth, health coaching
- Matching 401(k) retirement program
- Generous PTO (4 weeks) and paid holidays
- Continuous learning and development, including medical education coverage
- Wellness culture, team building and company events