Patient Service Representative
2 days ago
Orlando
Position: Scheduling Coordinator Location: Remote, ORL Area (1 hr radius from downtown ORL) PR: $18hr Start Date: April 13th Hours: M-F 4p-8p- 20 HRS GAURANTEED. Will have opportunity to work more hours, when converting perm will not work more than 32hrs. Must Haves: • 2+ years of customer service experience, • 1+ year of call center experience, • Healthcare experience, • Strong experience with Microsoft Products- have to pass typing test, • HS Diploma or GED Plus: • Scheduling, Insurance Verification, Referrals experience Day to Day The Scheduling Coordinator is responsible for coordinating and scheduling patient appointments through proactive outbound communication while delivering exemplary customer service aligned with Patient First Philosophy. This role ensures accurate appointment placement, clear communication of preparation instructions, and proper documentation within Epic and other scheduling systems. The Scheduling Coordinator consistently meets productivity, quality, and customer service standards while supporting efficient clinic and departmental operations. Essential Functions • Provide accurate, department- and procedure-specific scheduling information to ensure appropriate patient preparation, correct arrival location, and scheduled arrival time., • Perform primarily outbound scheduling calls to patients who have requested appointments, with the goal of successfully scheduling services in a timely and efficient manner., • Demonstrate proactive customer engagement by actively listening, maintaining a caring and professional demeanor, and offering appropriate alternatives when necessary., • Exhibit excellent telephone etiquette, professional verbal communication skills, and a strong team-player attitude in all interactions., • Maintain a basic understanding of medical needs and screening requirements necessary to appropriately schedule patient appointments., • Utilize Epic scheduling workflows and related systems to document outreach attempts, scheduling outcomes, and required follow-up in accordance with training and established procedures., • Consistently review daily schedules and communicate all changes, cancellations, or updates to appropriate clinical and administrative staff., • Identify customer service concerns and independently resolve issues or initiate appropriate follow-up when required., • Demonstrate working knowledge of registration systems, scheduling platforms, and web-based resources., • Maintain a working knowledge of ICD-9/ICD-10 and CPT codes as required for accurate scheduling and documentation., • This role is primarily outbound-focused, with limited de-escalation required., • Expected productivity is approximately 7–10 outbound calls per hour, recognizing that:, • Approximately 30% of outbound calls connect with patients., • Approximately 70% of calls result in voicemail messages., • Connected calls average approximately 6 minutes., • Profile creation calls may take 10–12 minutes., • Downtime between calls is self-managed due to the outbound nature of the role; productivity is evaluated based on call type and complexity rather than volume alone., • Performance evaluation emphasizes “Not Ready Time”, defined as time when the coordinator is unavailable to take or place calls., • Consistently meets departmental goals for productivity, quality, and customer service Position: Referral Coordinator Openings: 8 Location: Remote, ORL Area (1 hr radius from downtown ORL) PR: $18 /hr Start Date: April 13th Hours: M-F 4p-8p- 20 HRS GAURANTEED. Will have opportunity to work more hours, when converting perm will not work more than 32hrs. Must Haves: • 2+ years of customer service experience, • 1+ year of Data Entry experience, • Healthcare experience, • Strong experience with Microsoft Products- have to pass typing test, • HS Diploma or GED Plus: • Scheduling, Insurance Verification, Referrals experience, • Call Center Experience Day to Day The Referral Coordinator supports clinical teams, patients, and family members by managing internal and external referrals and insurance authorizations within the outpatient ambulatory setting. This role is responsible for accurately processing referrals and authorizations prescribed by providers in the Electronic Health Record (EHR), ensuring timely coordination of care, accurate documentation, and compliance with payer guidelines. The Referral Coordinator plays a key role in facilitating patient access to services while upholding Orlando Health’s commitment to exemplary customer service. Essential Functions • Completes accurate entry of referrals and authorizations into the Electronic Health Record (EHR)- EPIC, • Processes referrals and related documentation received through the OnBase fax queue by reviewing faxed orders, transcribing required information, and entering data into Epic., • Works with dual systems (OnBase and Epic) to ensure referral information is accurately transferred from source documents., • Creates new patient profiles in Epic when necessary, using transferred information from referral documentation (not from memory)., • Files referral-related documents into the appropriate patient chart in accordance with established procedures., • Completes patient registration and obtains insurance authorizations for new patients, diagnostic testing, and hospital-based diagnostics., • Verifies insurance coverage using electronic verification tools, payer web portals, and telephone communication when online verification is unavailable., • Contacts insurance companies to follow up on authorizations, confirm coverage, and resolve authorization-related issues., • Communicates with patients as needed to verify insurance information, obtain required details, or complete the referral process., • Coordinates follow-up care when referrals or authorizations are nearing expiration., • Ensures financial and insurance information is current, accurate, and active in the EHR., • Confirms Primary Care Provider (PCP) information is accurate and compliant with payer-specific guidelines., • Initiates and tracks referral and authorization status to ensure timely completion of services., • Coordinates with scheduling departments, clinical teams, and other internal departments to facilitate patient visits., • Provides patients with referral details for physicians, specialists, and facilities as appropriate., • Communicates effectively with internal and external customers, including providers, patients, insurance representatives, and clinical departments, to obtain required authorizations., • Maintains current knowledge of referral and authorization requirements based on payer-specific guidelines., • Maintains a working knowledge of ICD‑10 and CPT codes., • Demonstrates a basic understanding of third-party reimbursement requirements and regulations., • Exhibits competency in the use of registration systems, electronic verification tools, Epic, OnBase, and web-based payer resources., • Understands and supports commitment to providing exemplary customer service., • Demonstrates a positive, professional, and respectful approach in all interactions with patients, families, and team members., • Communicates clearly and effectively, both verbally and in writing., • Strong data entry, typing, and transcription skills with high attention to detail., • Ability to manage high volumes of faxed and electronic documentation accurately., • Proficiency with EHR systems (Epic preferred), document management systems (OnBase), and insurance web portals., • Effective organizational and time‑management skills., • Ability to communicate professionally with insurance representatives, patients, and clinical staff., • Understanding of medical terminology related to referrals, diagnostics, and authorizations.