Patient Service Center Representative

JOB SUMMARY

Responsible for the efficient operation of the patient service center ensuring that all calls are handled in a timely manner. Reports to the PSC Manager. Additional responsibilities include some typing, sorting mail, postage, and routing requests for supplies to Administration.

DUTIES AND RESPONSIBILITIES

• Transfer phones to/from the answering service in the a.m. and p.m.
• Notifies answering service of any changes on the daily “call” schedule for physicians.
• Responds to emergency calls according to established procedures.
• Answers all calls by the second ring and directs them to the appropriate department.
• Communicates general clinic information to the public by phone.
• Schedules appointments by obtaining thorough patient information (i.e. chief complaint, symptoms, reason for appointment) including recent specialist and ER visits.
• Maintain provider templates scheduling out in time and also new providers
• Maintains office equipment which includes but not limited to: postage equipment, copy machine, telephone system, fax equipment, etc.
• Updates in-house telephone directory and maintains accurate listing based on changes.
• Balances provider schedule for efficient patient flow.
• Lock up after hours and open in the mornings.
• Call patients as directed by manager for appointment reminders.
• Receives and updates schedule changes per provider schedule.
• Understands HIPAA requirement and conducts clinical business processes that ensures patient privacy as a priority.
• Open/maintains scheduling template in eCW.
• Assist with lost to follow-up and cancellation recall lists to get patients back into care.
• Other duties as assigned.

EDUCATION, EXPERIENCE, AND SKILLS

• High school graduate.
• Prior training in customer service and public relations highly desirable.
• One year experience as a switchboard operator with a system having at least 20 incoming lines in a similar work environment.
• Ability to work under stress and an emphasis on excellent telephone communication skills.