Patient Services Specialist - Call Center
Are you an experience front desk person from the service industry? Prior experience in the retail or restaurant industry? We would like to speak with you!POSITION SUMMARYThe Patient Services Specialist office scheduler provides superior service to existing and prospective patients of Virginia Heart while using guidelines and protocol to try and patients' needs. The standard day involves the efficient and effective scheduling of patients as well as contributing to the success of achieving overall department performance goals and quality standards. Performs other duties as assigned. This is a full-time position, Monday through Friday and hours of work may fall between 8:30 am and 5:00 pm Please note that this position is working within our Patient Services Center (Call Center).ATTRIBUTESAbility to Multi-task. Detail oriented. Strong communication skills (receptive and expressive). Enthusiastic, reliable and empathetic. Flexible. Has a problem-solving attitude. Ability to retain many details regarding scheduling.RESPONSIBILITIESEssential FunctionsSchedules appointments for medical services, following appropriate scheduling protocols, via incoming phone calls and/or online requests from patients or providersDetermines available appointment time, obtains and records patients' identification and appointment information in Electronic Health Records systemMessages information and/or transfers calls to appropriate personnel if patient requests advice, an urgent appointment, or schedules follow-up appointments according to protocol, as necessaryFrequently interacts with internal clinical/non-clinical offices and staff to address patients' needsReceives patients' appointment requests while determining type of appointment needed by asking pertinent questions; refers patient appointment requests to other medical office locations as necessaryMaintains the confidentiality and integrity of all computer and patient dataMeets established Automated Call Distributor system call statistics goalsMeets all individual monthly quality and service goalsMaintains current knowledge of Patient Services policies and proceduresPerforms other work-related duties as assigned, such as clearing all call queues at the end of the dayCustomer ServiceResponsible for answering phones in a courteous, professional, and timely manner. Provides friendly and efficient telephone services to patients and Virginia Heart staff and transfers calls as appropriate. Maintains good communication with patients/physicians and office staff.Professional DemeanorDemonstrates professionalism in all interactions with patients, vendors and fellow employees to create a positive experience. Exhibits empathy and compassion. Adheres to Virginia Heart dress code policy. Exudes confidence on the telephone fostering reassurance for our patients; maintains positive body language while working with team members. Resolves issues appropriate to position. Respects chain of command.HIPAA ComplianceRespects and maintains patient privacy and dignity. Adheres to HIPAA law and is aware of one's own environment and communication with patients at all times.Insurance VerificationIs able to identify all accepted insurance plans and cards. Is able to advise patients if they need to bring a referral to their appointment; able to advise patients if we do not participate with their insurance.QUALIFICATIONSAt least 1 year of Call Center experience preferredAt least 1 year of consumer-to-consumer service experienceKnowledge of, and prior experience in Medical or Managed Care industry is preferredMust possess the following characteristics: self-motivation, resourceful, detail-oriented, sense of accountability, and must be a team playerMust possess strong skills in the following areas: organizational, time management, written and verbal communication, analytical, and problem solvingProficiency in Microsoft Word, Microsoft Outlook, and Internet ExplorerStrong communication skills over the phone and face-to-faceAbility to deal with problems involving several concrete variables in standardized situationsFluent in Spanish is a plusThis job description in no way states or implies that these are the only job duties to be performed by the employee occupying this position. Employee may be required to follow other job-related instructions and to perform other job related duties as requested, subject to all federal, state, and municipal laws.We offer a competitive salary and a comprehensive benefits package, including: medical/dental/vision insurance, life insurance, disability insurance, 401(K), and paid vacation, sick and holidays.We are proud to be an equal opportunity employer.