Patient Services Rep-Part Time

Welcome to CHI Saint Joseph Medical Group a full service network of primary care services specializing in family internal geriatric and pediatric care serving 88 locations across central and Eastern Kentucky. CHI Saint Joseph Medical Group is dedicated to delivering customized care based on the unique needs of our patients and is recognized as a Best Place to Work in Kentucky for two years in a row (2023-2024).

CHI Saint Joseph Health is part of CommonSpirit Health a non-profit Catholic health system dedicated to advancing health for all people. With approximately 175000 team members and 25000 physicians and advanced practice clinicians.

Our commitment to serve the common good is delivered through the dedicated work of thousands of physicians advanced practice clinicians nurses and staff; through clinical excellence delivered across a system of 140 hospitals and more than 2200 care centers serving 24 states.

• Patient Service
  
  
  
  
  
  • Schedule and register patient appointments and/or provide information for other requests (e.g. addresses/directions phone numbers hours of operations other departments such as billing etc.). Process all phone fax email and other communication channel requests with an emphasis on efficiency and accuracy.
  
  
  
  • As appropriate assist new members with introduction to and explanation of available services processes and availability of providers.
  
  
  
  • Update patients of the status of their referral or authorizations.
  
  
  
  • Answers screens and processes a high volume of incoming calls in a professional manner. Directs patient access to the practice by scheduling and canceling patient appointments for multiple providers.
  
  
  
  • Utilizes and adheres to a phone script clinical decision trees and scheduling criteria following department guidelines.
  
  
  
  • Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
  
  
  
  • Communicates to patients and internal and external ordering physicians offices complex exam preparations instructions including but not limited to pre-procedure laboratory test requirements and other necessary preparations instructions.
  
  
  
  • Sends out accurate and complete communication to physicians or other healthcare providers.
  
  
  
• First Contact Resolution
  
  
  
  
  
  • Determine the reason for the call and assist the caller with their questions concerns or problems with the focus on first call resolution. Facilitate patient issue-resolution by referring the matter to an issue/content expert. Escalate the matter to a supervisor request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter.
  
  
  
• Contact Handling
  
  
  
  
  
  • Ability to comprehend and communicate clearly and effectively (both verbally and in writing) with medical center staff patients families and other internal and external customers.
  
  
  
• Flexibility
  
  
  
  
  
  • Ability to perform essential job functions with a high degree of independence flexibility and creative problem solving.
  
  
  
• Contact Control
  
  
  
  
  
  • Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has or can be found. Ability to clearly articulate a response to the patient using appropriate voice modulation.
  
  
  
• Problem Solving
  
  
  
  
  
  • Exceptional patient/customer service skills including effective and efficient problem solving and analytical skills.
  
  
  

• High School Graduate General Education upon hire or
• High School GED General Studies upon hire
• None upon hire

• Other 1 Year of Higher Education/College upon hire