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Call Center Patient Service Representative
- Patient Interaction & Experience:
- Answer incoming calls promptly and professionally.
- Address and resolve patient complaints or concerns promptly and professionally.
- Provide information about the health center’s services, policies, and procedures.
- Facilitate communication between patients and clinical staff to ensure a smooth experience.
- Ensure that services are accessible to all patients.
- Use de-escalation techniques to manage and resolve conflicts calmly and professionally.
- May respond to crisis phone calls and will need to connect callers to crisis services.
- Handle patient inquiries and tasks promptly and efficiently to minimize wait times.
- Ensure that information provided to patients is accurate and complete.
- Appointment Scheduling:
- Schedule and confirm patient appointments, ensuring optimal utilization of the provider’s template.
- Coordinate with clinical staff to accommodate urgent appointments, triage and walk-ins.
- Coordinate with clinical staff to ensure appointment availability and manage scheduling conflicts.
- Provide patients with pre-appointment instructions and information; this may include Patient Portal resources.
- Patient Records Management:
- Verify and update patient information in the EHR system accurately.
- Ensure all patient interactions are documented properly and confidentiality is maintained.
- Insurance and Billing:
- Verify patient insurance information and assist with pre-authorization when necessary.
- Inform patients about co-pays, deductibles, and other payment responsibilities.
- Assist patients with basic billing questions and connect with billing department to resolve any discrepancies.
- Communication:
- Use effective communication skills to understand and respond to patients’ needs.
- Transfer calls to appropriate departments or personnel when necessary.
- Follow up with patients as needed to ensure their needs are met.
- Confidentiality & Patient Privacy:
- Adhere to the Health Insurance Portability and Accountability Act (HIPAA) regulations. By protecting patients’ rights by maintaining confidentiality of personal and financial information.
- Limit access to patient information to authorized personnel only.
- Shred or securely dispose of documents containing patient information when they are no longer needed.
- Conduct conversations involving patient information in private areas where they cannot be overheard by unauthorized individuals.
- Verify the identity of callers before discussing patient information over the phone.
- Verify patient identity before sharing information or discussing their appointment information.
- Use secure channels for electronic communication of patient information (e.g., encrypted emails, secure messaging systems).
- When scheduling appointments, avoid sharing unnecessary details that could reveal sensitive information to bystanders.
- Handle patient complaints and issues with empathy and professionalism.
- Escalate complex issues to the supervisor or appropriate department for resolution.
- High school diploma or equivalent required; additional education or certification in healthcare administration or a related field preferred.
- Previous experience in a healthcare setting or patient service role preferred.
- Previous experience in a call center, customer service, or healthcare setting preferred.
- Completion of Mental Health First Aid Certificate within 90 days of hire.
- Excellent interpersonal and communication skills.
- Excellent verbal communication and listening skills.
- Proficiency in using EHR systems and basic computer applications (e.g., MS Office, MS Teams).
- Strong organizational skills and attention to detail.
- Ability to handle sensitive and confidential information.
- Problem-solving skills and the ability to work under pressure.
- Fast-paced call center environment.
- Extensive use of computers and telephones.
- Regular interaction with patients, medical staff, and insurance companies.
- This role may be exposed to infections and contagious diseases.
- This role is subject to interruptions.
- This role completes tasks that are performed in close physical proximity to other people.
- This role requires working indoors in environmentally controlled conditions.
- This role requires de-escalation skills.
- Sufficient visual acuity to be able to read and write and operate equipment common to this position.
- Ability to sit for extended periods.
- Manual dexterity to operate office equipment.
- Moves equipment weighing up to 25 pounds.
- Moves throughout the building to meet with employees, patients, or visitors.
- Must be able to remain in a stationary position during shift.
- Ability to read, write, and speak English.
- Frequent communication with patients about their experience at the health center. Must be able to exchange accurate information in these situations.
- Operate a computer and other office equipment, such as tablets, scanners, printers, and phones.
- Adhere to process protocol or procedures.
- Schedule: Full-time non-exempt (hourly).
- Hours Monday - Friday 8:00AM - 7:00PM (as needed) (average 40 hours/week)
- Shifts are typically 8 hours.
- Location: Heartland Community Health Center Bluestem Wellness (534 Michigan Street)
