Patient Support Representative

SUMMARY OF RESPONSIBILITIES

The position of Patient Support Representative is responsible for responding to incoming calls and providing excellent customer service.

ESSENTIAL FUNCTIONS

(1) Answers all incoming calls and records all communication and follow-up efforts in the patient’s notes.

(2) Follows communications scripts, FAQ documents and other resources when handling different topics.

(3) Identifies customers’ and providers’ needs, clarifies information, researches every issue, and provides solutions and/or alternatives in order to avoid unnecessary call transfers.

(4) Maintains knowledge of providers’ scheduling preferences and all procedures offered by PTCOA.

(5) Accesses the patient’s records and appointment history in the electronic health records software.

(6) Clearly communicates patients’ plan of care as designed by the provider.

(7) Schedules and reschedules appointments for patients as necessary, following the appropriate policy.

(8) Promptly returns phone calls, regularly monitors voicemails, and updates the patient’s chart, tagging the appropriate team as necessary.

(9) Regularly monitors EMR messages and responds in a timely manner.

(10) Transfers signed documents into patients’ charts and responds to requests for signed documents from physicians as necessary.

(11) Performs other related duties as assigned.