PATIENT SERVICES REPRESENTATIVE (PSR)
17 days ago
Miami
Job Description GENERAL DESCRIPTION: The Customer Service Representative, CSR, is responsible for answering a high volume of telephone inquiries from patients and clients about the available services at the Health Center, including Medical, Behavioral Health, Case Management, etc., following standard agency scripts and procedures. The CSR is responsible for ensuring clients (internal/external) receive efficient and courteous customer service at all times, in a constant strive to improve service delivery. The CSR is also responsible for the processing of insurance eligibility for all EUCHC patients prior to scheduled appointments and whenever applicable based on need. STANDARD RESPONSIBILITIES: • . Supports the Mission, and Vision of Empower U Community Health Center, Inc., • . Dental Knowledge Preferred., • . Is accountable to ensure patient rights and ensures an environment that promotes the privacy, dignity and well- being of all patients in a safe, secure environment., • . Supports, cooperates with, and implements specific procedures and programs for:, • . Safety, including universal precautions and safe work practices, established fire/safety/disaster plans, risk management, and security, reports and/or corrects unsafe working conditions, equipment repair and maintenance needs, • . Confidentiality of all data, including patient, employee and operations data, • . Quality Improvement and compliance with all regulatory requirements, • . Compliance with current law and policy to provide a work environment free from sexual harassment and all illegal and discriminatory behavior, • . Supports and participates in common teamwork:, • Cooperates and works together with all care team members, plans and completes job duties with minimal supervisory direction, including appropriate judgment, • . Remain calm and poised in urgent or stressful situations, • .Follows up as appropriate with supervisor, care team members or patients regarding reported complaints, problems and concerns, • .Promotes positive public relations with patients, visitors and the community, • . . Completes requirements for in-service training, acceptable attendance, uniform and dress codes including personal hygiene, • Ability to work with persons from a wide diversity of social, ethnic and economic backgrounds., • . Effectively and efficiently completes all duties as assigned. ESSENTIAL DUTIES & RESPONSIBILITIES: Patient/Client Services • Answers the telephone promptly in a courteous and professional manner according to health center guidelines for providing exceptional customer service., • Develops and maintains knowledge of all services offered and resources available at the health center., • Retrieves and responds all voice messages in a timely manner (within 24 hours)., • Enters tasks and accesses the patient portal to email questions/requests and solutions within the same time frame., • Resolves routine general questions and/or issues/concerns presented by patients and customers via phone, by following established procedures. Moreover, the utilization of all available information/resources to resolve customer concerns/ issues must always be standard practice., • Uses computer systems to log and track inquiries, as well as, to monitor the status of pending items in need of follow-up and/or further intervention additional parties., • Accounts and documents all customer/payer interactions, including records details, complaints, comments, and actions taken., • Obtains and enters/updates accurate demographic information into the agency EHR/Practice management system, including address, telephone numbers, insurance information, etc., • Schedules patient/client appointments, including medical, behavioral, and case management, according to scheduling/templates, protocols/guidelines, credentialing grids, and PCP assignments., • Reviews, updates, and confirms appointment information with the caller, including appointment date, time, and location, as well as, provider name, reason for the visit, and insurance status, at all times and before tending every call., • Informs callers of necessary documentation needed at the day of appointment, including identification card, insurance card, proof of income (if applicable), medications, office visit fees, etc., • Answers questions in the most courteous, caring, and professional manner, as well as, to offer any additional information as requested, or needed., • CSR will conduct outbound calls to cancel, and/or reschedule patient medical, and behavioral health appointments, as well as, to provide additional assistance pertaining to accommodation of new appointments based on need., • Performs outbound calls to follow up on no shows appointments, as well as, to attempt to reschedule accordingly based on need and availability., • Directs calls to other departments as needed., • Complies with HIPAA rules and regulations when communicating with patients, clients, health center personnel, and external vendors., • Makes sure, if needed, to verify all Commercial insurances, Medicare, Medicaid, and Ryan White for eligibility and benefits for future scheduled appointments, as well as, same day and walk-ins whenever applicable and based on need. Safety • Ensures proper hand washing according to the Centers for Disease Control and Prevention guidelines., • Understands and appropriately acts upon the assigned role in Emergency Code System., • Understands and performs assigned roles in the organization’s Continuity of Operations Plan (COOP). Contact Responsibility: The responsibility for internal and external contacts is frequent and important. Other Participates in health center developmental activities as requested. (These essential job functions are not to be construed as a complete statement of all duties assigned. Employees will be required to perform other job-related marginal duties as required.) SUPERVISORY RESPONSIBILITIES: None MINIMUM QUALIFICATIONS: • Minimum of 2 years of relevant experience and/or training, or equivalent combination of education and experience., • Basic Life Support Certification required., • Dental knowledge preferred., • Strong knowledge of administrative and clerical procedures., • Proficient in computers and relevant software applications and practice management technology., • Possession of strong problem-solving skills and sound judgment., • Ability to collaborate across departments and build effective relationships with internal and external customers to achieve goals., • Knowledge of customer service principles and practices., • Ability to achieve team goals while demonstrating organizational values and utilizing resources responsibly., • Ability to be proactive and take initiative., • Exhibit high level of quality through attention to detail and monitoring of work., • Possession of strong organizational skills., • Excellent verbal and written communication, as well as exceptional interpersonal communication skills. EDUCATION AND EXPERIENCE: • High School Diploma LICENSES, CERTIFICATION OR REGISTRATION: None Necessary Skills • Thought Provoking: Capable of making others think deeply on a subject, • Team Player: Works well as a member of a group, • Loyal: Shows firm and constant support to a cause, • Leader: Inspires teammates to follow them, • Innovative: Consistently introduces new ideas and demonstrates original thinking, • Functional Expert: Considered a thought leader on a subject, • Enthusiastic: Shows intense and eager enjoyment and interest, • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well, • Dedicated: Devoted to a task or purpose with loyalty or integrity ESSENTIAL PHYSICAL SKILLS: • Able to walk, stand, talk, use hands to finger, handle or feel, reach with hands and arms, climb and descend steps, carry or lift up to 25 lbs., stoop, kneel, crouch and/or crawl., • Able to read up close or at a distance, identify and distinguish colors, have peripheral vision (up, down, left, right, while eyes are fixed on a given point), and have depth perception (3-dimensional vision, judge distance and spatial relationships)., • Able to communicate, verbally and in writing with patients, vendors and/or co-workers Reasonable accommodations will be made for otherwise qualified individuals with a disability. ENVIRONMENTAL CONDITIONS: Moderate business office noise, i.e., computers, printers, typewriters, calculators, telephones, fax machine, etc. Regular exposure to individuals with communicable disease(s), germs and potentially toxic fluids and blood borne pathogens.
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