Patient Service Representative (PSR)

Job Summary
The Patient Service Representative (PSR) provides excellent customer service to all individuals contacting the organization. Contacts may include phone calls, emails, secure messages, text messages, and other industry leading technology. Schedule appointments with the right provider for the customer. Enter CRM tickets for requests for more complex requests. Provide a positive and welcoming experience for all customers regardless of contact method.
The PSR provides a vital link in the chain of Quality of Care; the PSR supports the System by serving as first point of contact to patients and completing all administrative tasks associated with scheduling, patient interaction, and insurance verification. The PSR is responsible for obtaining all information to ensure verification and authorization of services provided can be obtained. PSRs will work with a high volume of patients, over the phone, supporting patient needs, while following different practice requirements diligently.

ESSENTIAL DUTIES AND RESPONSIBILITIES
• Answer a high volume of calls in a courteous, friendly, and professional manner.
• Accurately schedules appointments for multiple clinical sites according to protocols established by each practice.
• Gathers and enters patient demographic and insurance information into the practice management system to facilitate the registration process.
• Routes complex or clinical issues to the appropriate group.
• Documents call activity, outcomes, and other notes as needed, using proper medical terminology.
• Abide by all patient privacy regulations, such as HIPAA.
• Works collaboratively with co-workers to meet the goals and objectives of the department.
• Meets attendance and performance standards established by leadership.
• Responsible for ensuring excellent customer service.
• Ensures customer’s requests are heard and acted upon.
• Schedules appointments for patients.
• Enters, updates, and resolves CRM tickets.
• Provide next best steps for customers.
• Maintains positive relationships with customers and team members.
• Follow knowledge base articles.
• Provides notification of knowledge base articles that need to be added, updated, or removed.
• Completes other operational tasks as assigned.
• Escalates issues and concerns as deemed appropriate.
• Learns and adapts to new procedures, processes, technologies, and applications.
• Other duties may be assigned.

EDUCATION, EXPERIENCE, AND QUALIFICATIONS
Required Schedule:
• Varying shifts starting at 7:00 am through 6:00 pm United States Eastern Time.
Education Requirements:
• Minimum of a technical high school diploma.
• Prefer a bachelor’s degree in business, finance, technology, healthcare, or other related field.
Work Experience:
• Prefer 1 to 3 years of previous work experience in customer service, contact centers, healthcare, or other related fields.
• Previous contact center experience preferred.
• 1or more years of experience working in a fast-paced contact/engagement center (preferred).
• 1 or more years medical scheduling experience (preferred).
Technical Requirements:
• Demonstrable customer service skills in high-pressure scenarios.
• Ability to learn technology, policies, and procedures quickly.
Knowledge, Skills, and Competencies:
• Excellent customer service skills required with the ability to multi-task in a fast-paced environment with a high degree of attention to detail
• Excellent bilingual (Spanish and English) verbal and written communication skills.
• Accurate with good attention to detail.
• Strong customer service skills.
• Ability to learn quickly and adapt to rapidly changing scenarios.
• Ability to work under high levels of pressure.