About Us:

Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.

With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.

Job Summary:

The Patient Service Representative (PSR) – Call Center position is the first point of contact for Wayne Health. They provide excellent customer service when answering incoming calls from patients and the public, schedule appointments, make follow-up phone calls, address complaints, troubleshoot problems and provide information to patients and public.

Additionally, the Patient Service Representative (PSR) – Call Center position will perform reception and clerical duties in an outpatient clinical setting which involves constant interaction with patients, Physicians, and other clinical team members. The Patient Service Representative (PSR) - Call Center role demonstrates a commitment to a patient-centric, efficient health care delivery system that focuses on quality, safety, and operational excellence.

Job Description:

Principle Duties and Responsibilities:

Call Center Duties:

• Answers Wayne Health calls
• Responsible for scheduling appointments for new and return patients
• Updates patient information and patient registration
• Calls patients who have missed their appointments
• Schedules appointments for imaging, lab visits, vaccinations, etc. as
• Handles patient/customer inquiries both over the phone and by email
• Researches required information using available resources
• Manages and resolves patient complaints
• Processes referral requests
• Identifies and escalates urgent and emergent patient issues
• Routes calls to appropriate resources when unable to resolve the complaint/concern
• Follows up with patients and callers in a timely manner
• Documents all call information according to standard operating procedures
• Exercises sound judgement and decision making
• Communicates clearly, takes initiative and is flexible
• Exhibits good interpersonal communications skills
• Conveys a positive and professional image to the patients and the public
• Works well under pressure
• Contributes to the team effort

Front Office Duties:

• Accurately posts all charges for the date of service to the system and runs daily reports to ensure all charges are posted and completed batches are closed
• Collects co-pays, fees for services and past due balances and post payments according to established policies
• Reconciles monies collected with encounter form receipts or daily cash logs and maintains an accurate amount of petty cash
• Prepares Reconciliation Forms and bank deposits for each practice date 
• Schedules patient appointments according to defined protocols
• Verifies Prior Auth, referrals, insurance policies and patient demographics
• Provides excellent telephone etiquette for all calls
• Documents and communicates messages accurately to the appropriate personnel/staff members
• Promotes excellent customer service, anticipates and responds to needs of others, provides assistance in a courteous and timely manor, treats others with care and respect whilemaintaining privacy, confidentiality  and dignity
• Maintains a safe and clean work area and patient environment
• Adheres to the Patient Service Representative dress code (Wayne Health Employee Handbook) and maintains a professional uniformed appearance
• Flexibility in traveling to other Wayne Health clinic locations as needed
• Attends all required meetings
• Follows Quality and Patient Safety protocols including PCMH Initiatives, as required
• Demonstrates ability to learn EHR and follow instructions in that system
• Protects patients' rights by maintaining confidentiality of personal and financial information.
• Consistently demonstrates and upholds Wayne Health's principle of providing high quality care to all patients in a professional and courteous manner.
• Performs related work duties as assigned

Education, Licensure/Certification, and Training Required for the Job:

• High School Diploma or equivalent required
• Minimum 2-3 years Call Center or Physician Office experience

Skills and Abilities Required:

• Accurately post all charges for the date of service to the system and run daily reports to ensure all charges