UNIV - Patient Service Representative, Call Center - College of Dental Medicine

Job Description Summary

Under general supervision, this position serves as the initial point of contact for individuals and referring physicians seeking access and referral information for medical care at the College of Dental Medicine. This position facilitates the referral process for all of CDM and schedules appointments for multiple clinics in a call center environment utilizing an automated scheduling system. This role triages patient calls according to established algorithms, answers questions, resolves issues and refers to the appropriate clinical team for clinical issues as needed. This position performs quality data collection of accurate information including demographic, insurance, employment, next of kin, emergency contacts and other miscellaneous information needs.

Entity

Medical University of South Carolina (MUSC - Univ)

Worker Type

Employee

Worker Sub-Type​

Classified

Cost Center

CC001135 CDM Dental Teaching Clinic

Pay Rate Type

Hourly

Pay Grade

University-04

Pay Range

33,339.00 - 47,509.00 - 61,680.000

Scheduled Weekly Hours

40

Work Shift

Job Description

35%: Responsibilities of the role include answering incoming phone calls and electronic messages from patients, physicians, clinic personnel, and others. It is important to collect accurate caller information for registration purposes, ensuring that any issues are resolved in a timely and accurate manner.  Any outcomes from these interactions should be documented in the electronic medical record. To complete these tasks effectively, the use of application systems such as Epic and AVAYA is required. These systems are used to answer incoming calls, input accurate patient information including demographics, insurance details, and emergency contacts. This information is crucial for initiating the revenue cycle process. 

30% Contact Center staff are tasked with efficiently inputting incoming referrals and their associated records into our software application, Epic. Their responsibilities include accurately entering demographic and insurance information for both the patient and referring provider. Additionally, they are responsible for adding new providers to the system as necessary. In addition to inputting data into Epic, staff members are also responsible for uploading any accompanying images into our software program Xelis. Any medical record information from outside providers should properly be scanned into Solarity. Contact Center staff members serve as the initial point of contact when reaching out to referred patients. They are responsible for scheduling initial consultations and/or new patient visits at the referred clinic. 

30%: As the initial point of contact, this role plays a crucial part in shaping the overall patient experience. The primary responsibility is to engage with callers professionally, positively, and attentively. Any issues or concerns raised by callers are promptly addressed and resolved, with the option to escalate to the Contact Center Supervisor when necessary. Providing undivided attention to customers and ensuring clear communication are key aspects of this position. 

5%: All other duties as assigned by the Patient Access and Administrative Manager.  

Additional Job Description

Minimum Requirements: A high school diploma and two years work experience that is directly related to the area of employment. A bachelor's degree may be substituted for the related work experience. Some positions require a valid driver's license and good driving record; or correctable vision of 20/40 in both eyes, with or without conventional lenses, and physical qualifications in accordance with Federal Motor Carrier Safety Regulations, Section 391.41; or AAVMA certification. Some positions require eligibility for bonding. Physical Requirements: (Note: The following descriptions are applicable to this section: Continuous - 6-8 hours per shift; Frequent - 2-6 hours per shift; Infrequent - 0-2 hours per shift) Ability to perform job functions while standing. (Frequent) Ability to perform job functions while sitting. (Frequent) Ability to perform job functions while walking. (Frequent) Ability to work indoors. (Continuous) Ability to work outdoors in all weather and temperature extremes. (Infrequent) Ability to work in confined/cramped spaces. (Infrequent) Ability to perform job functions from kneeling positions. (Infrequent) Ability to bend at the waist. (Infrequent) Ability to squat and perform job functions. (Infrequent) Ability to perform 'pinching' operations. (Infrequent) Ability to fully use both hands/arms. (Continuous) Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Frequent) Ability to rea