Patient Service Rep

SUMMARY:

Reports to the Practice Manager under the supervision of the Manager or Director of Cancer Services. Responsible for scheduling, canceling, rescheduling and registering of outpatient visits and procedures for multiple ambulatory clinics, by collecting all necessary information for schedule and registration preparation. The completions of the responsibilities listed are handled via phone in a call center setting with a high volume of daily calls with the patient and or referring physician office. Responsible for the completion of messages related to, but not limited to, medications and patient requests.
Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

Instill Trust and Value Differences
Patient and Community Focus and Collaborate

RESPONSIBILITIES:

Answers phones from patients/customers professionally and responding to patient/customer inquiries and complaints.
Schedules patients/customers based on scheduling guidelines and medical appropriateness
Receives a high volume of inbound calls with varying degrees of questions or concerns
Researches required information using accessible resources
Handling and resolving patient/customer complaints
Routing inbound calls to appropriate resources
Obtaining and collecting all necessary information from the patient/customer to schedule and register the patient for an appointment
Manages communication and coordination between the patient/customer and the providers/clinics
Manages and escalate priority issues
Communicates perceived problem issues to the Practice Manager or Director of Cancer services.
Notifying appropriate personnel of any scheduling change due to patient cancellation in a timely fashion.
Attempts to optimize and increase efficiency of visit or procedure by recommending potential alternatives
Ability to manage urgent calls in such a way that urgent situations related to the provision of patient care are handled in an appropriate manner
Receives and responds to patient and staff needs and complaints appropriately within the realm of the “patient care” environment, involving department supervisors and patient representative as needed.
Participates in on-going education activities to develop, maintain, and enhance professional expertise.
Continue efforts to enhance service excellence. Focusing on care, communication, compassion and patient/family centered care.
Supports the department in ongoing efforts to attain and maintain top-decile performance in quality outcome measures.
Maintains quality, safety, environmental and infection control in accordance with established department policies, procedures, and objectives.
Oversees patient financial process to ensure patient payments (co-payments, deductibles, self-pay) are obtained at the time of service and are properly processed.
Verify and update all necessary patient information ensuring that it is complete and accurate (i.e. demographics, referrals, authorizations, billing codes, and diagnosis information, etc)
Complete end of day batch, including reconciliation of arrived patient schedule and time of service payments.
Orients and serves as a resource to new employees regarding department policies and procedures.
PERFORMANCE AND STANDARDS OF BEHAVIOR FOR COMMUNICATION
Adheres to the established Performance Expectations as outlined in Brown University Health EPRS tool
Strive to answer all telephone calls within five rings, put callers on hold only with their permission, thank callers for waiting, and introduce a caller and describe the caller’s needs when transferring the caller to a co-worker.
Seek positive solutions to the challenges of working in a high stress environment through respectful communication and active problem solving
Respond to all patient communications in a timely manner
Meets productivity standards set through call center specific applications that include but are not limited to; service levels based on response time to call, number of calls received, and abandoned calls throughout the day that are averaged per month

MINIMUM QUALIFICATIONS:

BASIC KNOWLEDGE:
High School graduate or GED with two years of formal secretarial/business education or its equivalent. Knowledge of medical terminology required.
EXPERIENCE:
Strong EPIC skills, including Cadence and Referrals preferred
Previous call center experience preferred
Knowledge of third party payors and insurance preferred
Requires exceptional critical thinking and analytical skills
Ability to work under minimal supervision
Requires strong communication, customer service, interpersonal skills and telephone etiquette
Must be able to take appropriate action