Patient Services Representative- Advanced Orthopaedics & Sports Medicine

Summary:

The Patient Services Representative I plays a crucial role in ensuring a seamless experience for patients within the healthcare system. This position is responsible for managing patient interactions, from maintaining accurate patient information, scheduling appointments to addressing inquiries and resolving issues. The representative serves as a vital link between patients and healthcare providers, ensuring that all patient needs are met efficiently and compassionately. Ultimately, this role is essential in fostering a positive environment that priorities patient satisfaction and well-being.

Key Responsibilities:

• Answer high-volume phone calls and electronic inquiries from patients, providers, and staff
• Schedule, reschedule and cancel patient appointments according to provider availability and clinic policies
• Handle patient inquiries and concerns, providing accurate information and resolving issues promptly
• Maintain and update patient records in the electronic health record (EHR) system, ensuring data accuracy and confidentiality
• Collaborate with healthcare providers and administrative staff to streamline patient flow and enhance service delivery
• Provide excellent customer service to ensure a positive patient experience

Required Skills & Competencies

• Language Ability: Able to read and comprehend simple instructions, short correspondence or memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Ability to speak and communicate in Spanish is beneficial.

• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer Skills: Basic computer skills and operational knowledge are required. Good typing skills
• Personal Skills: Appointment Coordinator must have a pleasant and efficient manner in person and over the phone. Accuracy and attention to detail is essential to the job. The ability to work well under pressure and an awareness and understanding of other cultures are also important. Needs to have reasonable planning and organization skills as well as multi-tasking and prioritization abilities.

Qualifications

Minimum Qualifications:

• High school diploma or equivalent
• Previous experience in customer service role, preferably in a healthcare setting
• Strong communication skills, both verbal and written

Preferred Qualifications:

• Experience with electronic medical record (EMR) systems
• Knowledge of medical terminology and healthcare processes
• Bilingual proficiency in English and another language

Working Conditions & Physical Demands

• Noise level: Moderate
• Physical demands: Employee is regularly required to sit, talk or hear. Sits on a hard or cushioned chair frequently.
• Vision requirement: Requires ability to perform close vision, peripheral vision, ability to adjust focus and spend up to 4-5 hrs in front of a computer.
• Auditory acuity for hearing telephone conversation.
• Clear speaking voice in order to communicate effectively.
• Be able to handle stressful, uncomfortable situations.