Offsite Patient Service Representative

Description

This is NOT a full remote position. The employee is required to be on site every day for the first 3 - 4 months for training (No remote). Once training is complete and the employee is qualified can they begin to transition working remotely, however they are still required to work on site about once a week, indefinitely.

There are 2 locations - Hicksville and Huntington

The Offsite Patient Service Representative provides front line contact as a patient liaison within the access center, scheduling appointments, taking messages and sending medication refills to the practice. The Patient Service Representative, possesses a commitment to excellence in the development of knowledge, skills, and quality patient-focused service

Responsibilities

• Provides front line contact for the department/neighborhood by answering telephones, directing and responding to callers, relaying messages to appropriate recipients and greeting patients and visitors with the highest level of customer service
• Provides clerical and administrative support to physicians and is a liaison between departments.
• Helps direct patients to appropriate setting and facilitates patient flow.
• May schedule appointments for a multi-specialty group, and have a working knowledge of providers, understanding systems, processes, and services rendered.
• Ensures patients are prepared for their appointment by informing the caller of items to bring to their appointment and of the appropriate practice policies.
• Possesses an understanding of when to escalate calls to a supervisor.
• Answers the telephone promptly and in a polite and professional manner to meet Mount Sinai Hospital and Mount Sinai Doctors Long Island customer service standard of excellence.
• Ensures all documents are appropriately documented and maintained in the electronic medical record; scanning op reports, test results, home care and any other forms.
• May instruct patients and assist them in navigating MyChart.
• Notifies Administrator, Director of Revenue Cycle, Practice Manager or Supervisor of any particular insurance issues or updates.
• May provide coverage for other staff as assigned during PTO or leaves of absence.
• Enters telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text.
• May enter auto faxes received from Pharmacies for medication requests via telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text.
• Demonstrates the ability to meet quality assurance requirements and other qualitative / quantitative key performance metrics.
• Performs other duties as assigned.

Qualifications

Education Requirements

HS/GED required; some college preferred

Experience Requirements

1-2 years experience in a physician practice or hospital setting providing administrative support functions, with comfort level in patient interaction and having an understanding of maintaining patient confidentiality.

Computer Skills

MS Office Suite: Intermediate

Other: Epic and IDX or other EHR

General Skills and Competencies

• Able to work independently
• Must have excellent customer service skills
• Able to work well with patients, visitors, physicians and colleagues
• Must have excellent verbal communication & listening skills
• Knowledge of managed care plan requirements
• Ability to organize and prioritize and work with a team
• High level of accountability and responsibility
• Able to maintain confidentiality and deal with sensitive information

Job Type: Full-time

Pay: $21.00 - $23.00 per hour

Experience:

• Customer service: 1 year (Required)
• secretarial: 1 year (Required)
• physician practice: 1 year (Required)

Language:

• Spanish (Preferred)

Work Location: Hybrid remote in Huntington, NY 11743