Patient Services Representative- Call Center, Hicksville, Long Island, New York, HYBRID, Full Time Days, Offsite

The Offsite Patient Service Representative provides front line contact as a patient liaison within the access center, check-in/check-out, appointment scheduler, triage, prior authorizations and referrals and neighborhood administrative and physician support. The Patient Service Representative possesses a commitment to excellence in the development of knowledge, skills, and quality patient-focused service.

• Provides front line contact for the department/neighborhood by answering telephones, directing and responding to callers, relaying messages to appropriate recipients and greeting patients and visitors with the highest level of customer service
• Provides clerical and administrative support to physicians and is a liaison between departments.
• Helps direct patients to appropriate setting and facilitates patient flow.
• May schedule appointments for a multi-specialty group, and have a working knowledge of providers, understanding systems, processes, and services rendered.
• Ensures patients are prepared for their appointment by informing the caller of items to bring to their appointment and of the appropriate practice policies.
• Possesses an understanding of when to escalate calls to a supervisor.
• Answers the telephone promptly and in a polite and professional manner to meet Mount Sinai Hospital and Mount Sinai Doctors Long Island customer service standard of excellence.
• May check patients in or out, collect co-pays, scan insurance cards and ensure other required documents are reviewed and signed.
• May schedule radiology testing/procedures in EIDX, EPIC and RIS according to department guidelines.
• May schedule and confirm testing, surgeries and procedures according to department guidelines. 
• Ensures all documents are appropriately documented and maintained in the electronic medical record; scanning op reports, test results, home care and any other forms.
• May schedule and maintain calendar for meetings and/or appointments.
• May instruct patients and assist them in navigating MyChart.
• May acquire insurance pre-authorization/referrals from managed care plans for all required services, admissions, procedures, diagnostic tests and medications.
• Notifies Administrator, Director of Revenue Cycle, Practice Manager or Supervisor of any particular insurance issues or updates.
• May provide coverage for other staff as assigned during PTO or leaves of absence.
• May enter telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text.
• May enter auto faxes received from Pharmacies for medication requests via telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text.
• May open, sort and prioritize mail.  Coordinates pickup and delivery of packages, orders and other materials as required.
• Demonstrates the ability to meet quality assurance requirements and other qualitative / quantitative key performance metrics.
• Performs other duties as assigned.

Education Requirements                                                                                                            

HS/GED required; some college preferred

Experience Requirements                                                                      

0-2 years experience in a physician practice or hospital setting providing administrative support functions, with comfort level in patient interaction and having an understanding of maintaining patient confidentiality.

 

Non-Bargaining Unit, M82 - Hicksville Overhead OFFS - MSH, Mount Sinai Hospital

Strength through Unity and Inclusion

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