Patient Services Representative

| **JOB TYPE:** | Patient Services Representative | | --- | --- | | **HOME COMPANY:** | Gulf Coast Spine | | **REPORTS TO:** | Operations Manager | | **FLSA STATUS:** | Non-Exempt | | **PRE-REQUISITE:** | none | | **UPDATED/REVIEWED:** | 3/25/2024 | | **SCOPE OF RESPONSIBILITIES** | | | --- | --- | A nonexempt position responsible for incoming patient calls and patient satisfaction. | **ESSENTIAL DUTIES AND RESPONSIBILITIES** include the following. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different functions be performed when circumstances change or exigencies require (this includes but is not limited to emergencies, changes in personnel, workload, rush jobs, or technological developments). | | | --- | --- | 1. Answer telephones following Clinic Standards 2. Make, Change, or cancel appointments for established patients 3. Review information on Epic and task a message and/or route the call to the appropriate personnel. 4. Maintain the workqueue for each clinic/location for follow-up appointments 5. Achieve and maintain performance consistent with requirements for productivity, quality, and service levels 6. Develop and maintain productive team-oriented relationships through individual contacts and group meetings 7. Communicates with other team members in clinical and clerical areas to provide a successful patient centered practice. 8. Other duties as assigned. **TIA**s may be assigned. | **EDUCATIONAL REQUIREMENTS** | | | --- | --- | 1. High School diploma, GED or equivalent | **EXPERIENCE/OTHER REQUIREMENTS** | | | --- | --- | 1. 1 year of relevant scheduling or medical experience preferred 2. 1 year of customer service required 3. 1 year of medical terminology preferred 4. Ability to problem solve as well as critical thinking. 5. Proficient in professional and effective communication skills 6. Demonstrate a strong attention to detail and thoroughness. 7. Effectively utilize available relevant technical tools and resources (e.g. Microsoft, Outlook) | **KNOWLEDGE/SKILLS/ABILITIES** | | | --- | --- | 1. Knowledge of medical terminology. 2. Knowledge of the health care field. 3. Knowledge of legal and ethical considerations related to patient information. 4. Knowledge of counseling, conflict resolution, and customer service principles and applications. 5. Skill in putting information in preferred medical record system, meeting clinic standards. 6. Skill in diffusing tense situations through diplomatic problem-solving. 7. Skill in using computer and medical records software. 8. Ability to communicate effectively with patients and staff via phone, in person and through email. 9. Ability to demonstrate leadership in resolving patient concerns. 10. Ability to establish relationships with a wide variety of people. 11. Ability to communicate calmly and clearly with providers and employees. | **PHYSICAL DEMANDS** | | | --- | --- | The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Combination of standing, sitting, bending, and reaching. May work at computer monitors for prolonged periods of time using fingers to keyboard, handle or feel. Workload will be heavy at times. | **WORK ENVIRONMENT** | | | --- | --- | The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Medical exam and treatment rooms and medical offices. Environment setting (lighting, temperature, air quality, acoustics) controlled. Well-lighted, well-ventilated adequate space.