Summary
As a Patient Services Representative II - Front Desk, you will be integral to delivering a superior patient experience across multiple healthcare facilities. Your primary responsibilities will encompass patient registration, appointment scheduling, and the efficient triaging of clinical calls. This role is essential for optimizing operational workflows and ensuring the highest standards of patient care are consistently met.
CORE RESPONSIBILITIES:
To excel in this role, you must demonstrate proficiency in executing each of the following functions, with or without reasonable accommodations:
- Patient Engagement: Serve as the first point of contact for patients, ensuring a professional, courteous, and welcoming environment. Manage patient registration processes with precision and efficiency, coordinating appointment scheduling to optimize clinic operations.
- Clinical Communication Management: Skillfully triage and direct clinical calls to the appropriate healthcare professionals, guaranteeing accurate and prompt responses that align with patient needs.
- Administrative Documentation: Provide comprehensive support to patients in completing required documentation, offering clear guidance and resolving any queries to facilitate smooth processing.
- Operational Maintenance: Maintain an orderly and hygienic work environment, ensuring the reception area and lobby reflect the organization’s commitment to a professional atmosphere.
- Issue Escalation: Proactively address patient concerns and inquiries, escalating complex issues to the appropriate departments to ensure timely and effective resolution.
- Performance & Compliance: Consistently meet or exceed established productivity benchmarks while maintaining thorough knowledge of billing practices and the range of medical services offered by healthcare providers.
- Referral and Records Management: Accurately input and manage referral information within the system. Oversee the organization and retrieval of medical records, including the systematic filing and pulling of patient charts as required.
- Reliability: Exhibit unwavering dependability through consistent attendance, ensuring continuous support for patient care operations.
- Additional Responsibilities: Undertake any other duties as directed by the supervisor, contributing to the overall efficiency and success of the healthcare team.
QUALIFICATIONS:
- Educational Background: High school diploma or equivalent is required.
- Professional Experience: A minimum of 1-3 year of experience in a customer service role, ideally within a call center, healthcare, or retail setting.
- Technical Proficiency: Demonstrated ability to request and process patient payments at the point of service. Highly skilled in navigating multiple computer systems simultaneously, with advanced proficiency in Microsoft Office Suite.
PHYSICAL AND COGNITIVE REQUIREMENTS:
The following physical and mental demands are inherent to the successful performance of this role. Reasonable accommodations may be made for individuals with disabilities:
- Physical Requirements: This position occasionally involves prolonged periods of standing, walking, and sitting. Frequent use of hands for manipulating objects, tools, or operating computer systems is required. The role may necessitate climbing stairs, balancing, stooping, kneeling, crouching, or crawling. The ability to lift, push, pull, or move up to 20 pounds is required. Extended computer use will involve repetitive upper body movements.
- Visual Acuity: This role requires strong visual capabilities, including close vision, distance vision, color differentiation, peripheral vision, depth perception, and the ability to adjust focus as needed.
WORK ENVIRONMENT & TRAVEL EXPECTATIONS:
- Work Setting: The role is primarily conducted within a well-lit, ventilated, and climate-controlled office environment. The office is equipped with standard office and medical clinic equipment, some of which may include moving mechanical components.
- Noise Levels: The work environment typically reflects the noise level of an office or medical clinic setting.
- Travel Requirements: This role does not generally require travel.
DISCLAIMER: This job description is not all-encompassing and may be revised or updated by the department supervisor in response to operational requirements or other circumstances.
