Patient Service Representative -Contact Center Woonsocket, RI 02895, USA Req #565
Tuesday, December 1, 2020
Thundermist's Mission - To improve the health of our patients and communities by delivering exceptional health care, removing barriers to that care, and advancing healthy lifestyles
G eneral Purpose of Unit: The Call Center is a centralized unit which exists to respond to incoming calls to a multiple site community health center. The Patient Service Representative is required to provide efficient customer service by responding to/ha ndling incoming telephone calls.
Duties and Responsibilities:
Answer incoming telephone calls in a fast-paced call center environment
Schedule, cancel, and reschedule patient appointments as necessary, according to clinical protocols and department wo rkflows, using eClinicalWorks (ECW) scheduling software
Assess root cause of the inquiry to provide first call resolution
Determine which calls are appropriate for referral to clinical staff
Interact with clinical staff (i.e. Nurses, Medical Assistants, etc.) via telephone and instant messaging
Research patient specific clinical information within the Electronic Medical Record (EMR) (i.e., related to prior visits, referrals, lab tests, diagnostic tests, etc.)
Fax/refax test orders to testing facilities as requested
Send electronic messages (telephone encounters) to clinical staff according to workflows
Frequency: Daily
Mail welcome letters and appointment cards to new patients.
Frequency: As required
Decision making
must follow clinical protocols by asking pertinent questions to collect patient data/information
recognize an emergent situation and triage call to appropriate clinical department
Confidentiality of Information: Patient service representative has full access to patients' Protected Health Information (PHI) and is required to adhere to all policies and procedures of confidentiality and privacy as required by HIPAA (Health Insurance Portability and Accountability Act of 1996)
Competencies/Standards: Individual performance benchmarks are subject to change by management as technological, workflow or other efficiencies are realized (see addendum A)
Position Qualifications
Required Qualifications:
High School Diploma or G.E.D
Strong written a nd verbal communication skills
Professional telephone etiquette; ability to demonstrate and maintain professional customer service skills including empathy, patience and courtesy
Must be able to work independentl y and with minimal supervision
Must be able to perform telephone and computer tasks with appropriate speed and accuracy
Must be able to multi-task (i.e., accurately research and document call w hile speaking on the telephone)
Must be able to develop and maintain cooperative and courteous working relationships with st aff throughout the organization
Ability to analyze complex p rovider schedules and workflows
Ability to meet performance standa rds of a fast-paced call center
Preferred Qualifications:
Bi-lingual capability preferred
Prior experience working in a medical/clinical setting
Prior customer service experience
Prior experience as a medical receptionist or medical assistant
Familiarity with medical terminology
Dimensions:
Physical Requirements: Requires sitting for 8 hours per day to perform repetitive task s
Equipment Operation: Close vision (20 inches or less) is required to operate co mputer and telephone equipment
Environment: General office environment with moderate noise level
Work Schedule:
Patient Service Representative works 20 hours per week. This may include one evening per week and a rotating Saturday schedule which is equivalent to once per month dependent upon staffing needs
Thundermist is dedicated to the goal of building and maintaining a diverse and inclusive workforce committed to caring for patients in a manner that is respectful of cultural difference. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
