What are the responsibilities and job description for the Patient Service Representative position at WACO FAMILY MEDICINE?
Job Details
Description
PRIMARY DUTIES: In addition to your current primary responsibility of current job position
· Answering inbound calls, assisting patients with scheduling appointments and general information.
· Handle 70-100 inbound calls per day, accurately scheduling clinic visits
· Providing excellent customer service and empathy.
· Using computer skills for data entry.
· Ability to multi-task.
· Gathering and reviewing patient medical information including demographics and medical insurance information as needed to assist with the call.
OTHER DUTIES:
- Other duties as assigned by supervisor
- PHYSICAL AND MENTAL REQUIREMENTS:
- Visual and auditory accuracy
- Shift length - 8 hours
- Indoor setting –
- Frequent use of computer
- Long periods of sitting
- Frequent use of telephone
- Continuous repetitive grasping and manipulation of both hands
- Continuous conversational communication
- Occasional reaching, walking, squatting, bending, kneeling, twisting and climbing
- Occasionally carrying, lifting, pushing and pulling of up to 25 lbs.
- Occasionally working in confined, noisy, dusty areas
- Regular use of personal transportation
- Understand/carry out simple/detailed, oral/written instructions with retention
- Read and interpret detailed specifications.
Qualifications
JOB DESCRIPTION:
Patient Services Contact Center Representative
REPORTS TO: Patient Services Contact Center Manager
EDUCATION & EXPERIENCE: High School Diploma or equivalent; Associate degree or higher preferred. Minimum of one year contact/call center experience. Healthcare contact/call center experience preferred.
SKILLS:
• Take patient calls and provide accurate, satisfactory answers for their questions and concerns, schedule appointments, transfer patient’s call to appropriate departments
• De-escalate situations involving dissatisfied callers, offering patient assistance and support
• Collaborate with other contact center personnel to improve patient experience
• Strong communication, both written and verbal
• Great active listening skills and proactive communication skills to meet patient needs and escalate as required
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility implement changes quickly
• Comfortable working in fast-paced environments
• Troubleshooting skills
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• In-depth knowledge of a Waco Family Medicine services
• Ability to speak multiple languages, especially those common among callers
