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Patient Services Representative

Patient Services Representative

LifeLong Medical CareBerkeley, CA, US
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Benefits

Compensation : $20 - $21 / hour. We offer excellent benefits including : medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including ten paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan.

Responsibilities

  • Follows all departmental and organizational policies and procedures, establishes and maintains courteous, cooperative relations with the public, patients, and staff from all departments.
  • Ensures and promotes excellent customer service to all internal and external customers.
  • Answers incoming calls and responds to all callers’ inquiries; monitors call center queues to ensure calls are answered in a timely manner and executed correctly.
  • Utilizes NextGen Electronic Practice Management (EMP) and Electronic Health Record (EHR) for all patient interactions.
  • Schedules / reschedules appointments for patients.
  • Triages calls based on established procedures including urgent medical calls. Pages health center staff as needed.
  • Screens new patients over the phone for eligibility and registers as appropriate.
  • Maintains established Key Performance Indicators (KPIs) for call volume, call duration and call quality in a fast-paced, busy call center that receives over 26,000 calls per month.
  • Verifies current demographics and insurance information with every patient, enrolls patients in LifeLong Patient Portal, and updates information in system as necessary.
  • Maintains effective written and verbal communication including appropriate and clear communication in patients’ Electronic Health Record (EHR) and Electronic Practice Management System (EPM).
  • Answers non-patient incoming calls and requests for information, and transfers to the appropriate department(s).
  • Answers questions and provides general information, refers to appropriate resources.
  • Assists with training and onboarding of new Patient Services Representatives.
  • Performs other related duties as required.

Qualifications

  • Excellent interpersonal, verbal, and written skills and ability to effectively work with people from diverse backgrounds and be culturally sensitive. Ability to show empathy to patients with complex health needs.
  • Excellent customer service skills using a positive, proactive, “can-do” approach.
  • Ability to work effectively and calmly under pressure in a positive, friendly manner.
  • Ability to work in a fast-paced environment and juggle multiple tasks.
  • Strong problem-solving skills, and ability to be flexible and adaptive to change.
  • Ability to work in a team-oriented environment with staff with different work and communication styles.

    • Job Requirements

  • One (1) year of multi-line telephone experience and / or one (1) year experience as medical receptionist with scheduling and telephone experience.
  • High school diploma / GED.
  • Demonstrated computer skills with standard office software (MS Office) and typing speed of at least 30 WPM.
  • Ability to read and comprehend instructions, procedures, emails and memos.
  • Ability to abide by LifeLong’s Organizational Standards for conduct and attendance.
  • Knowledge of basic medical terminology.
  • Ability to effectively present information verbally and in written communications to patients and staff.

    • Job Preferences

  • At least one-year of experience in a healthcare setting preferred including experience in private practice, or a Community Health Center.
  • Bilingual English / Spanish highly preferred.
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    Patient Service Representative • Berkeley, CA, US