Patient Service Representative

GENERAL SUMMARY OF DUTIES: Responsible for advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for: procedures followup office visits and ancillary services. Additionally responsible for obtaining accurate documentation of patient information physician scheduling endoscopy center scheduling requests received via the Patient Portal and for responding resolving and/or escalating as required to all patient related issues.

REPORTS TO: Patient Service Manager

RESPONSIBILITIES
Duties include but are not limited to:
Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.
Schedules reschedules and manages cancellations and no shows for patient office visits and procedures
Maintains and updates current information on physicians schedules and endoscopy block time; schedules patients according to physician availability and preference
Collects and records accurate patient information according to the AGA Documentation Requirements
Ensures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessary
Ensures all applicable ancillary services are scheduled at AGA
Handles requests for information or appointment received via the eCW Patient Portal or AGA Website in an efficient and timely manner
Mails/Emails information packets to patients who are new to the practice
Addresses questions regarding patient appointments and requests for information from referring providers
Accurately provides or counsels patients and/ or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary
Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team
Answers emails and voicemails and returns patient calls in a timely and efficient manner
Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts
Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information
Participates in staff meetings as directed by the Patient Service Supervisor or Manager
Participates in marketing activities as directed by the Patient Service Supervisor or Manager
Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager
Any other duties and/or special projects as assigned

REQUIRED EDUCATION SKILLS & EXPERIENCE
High School Diploma or GED required; Certified Medical Assistant preferred; strong customer service skills and ability to type 45 words a minute are required; 23 years of call center eCW specialty clinic and/or gastroenterology experience preferred; staff member must be computer literate able to operate healthcare systems and multiple Microsoft Office applications; bilingual skills are strongly preferred but not required.
*Must have a quiet place to work remotely with sufficient internet bandwidth to work effectively from a remote location.

ADDITIONAL SKILLS AND EXPERIENCE
Patient Service Representative must be able to:
Possesses the ability to deal with patients visitors coworkers and physicians with courtesy and respect
Displays a professional outgoing warm and helpful attitude
Possesses compassion for dealing with people who are ill and need help
Plan prioritize and complete multiple tasks as delegated by the Patient Service Manager
Work under pressure; assess respond and communicate issues in a timely manner
Communicate clearly with patients and coworkers through the telephone email and inperson
Interpret and apply clinical and nonclinical policies and procedures

PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS
Requires sitting and standing associated with a normal office environment; travel within the Metro area required.