EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. About the Organization Wills Eye Hospital, located in Philadelphia, Pennsylvania, is a global leader in the treatment of eye disease. Established in 1832 as the America's first eye hospital, we are one of the world's premier eye care facilities and the #2 best hospital in the nation for ophthalmology as ranked by U.S. News & World Report. Our clinical expertise, state-of-the-art diagnostic testing and advanced surgical capabilities make Wills Eye a worldwide referral center where more than 250,000 patients are treated annually. From common eye problems to rare sight-threatening diseases, Wills Eye provides general eye care and comprehensive ophthalmic specialty services that attract patients throughout the Philadelphia metropolitan area, across the country and around the world. Today, we continue to shape the science and medicine of ophthalmology, thanks to our talented, skilled physicians and staff who are dedicated to improving and preserving sight. Description Primary Function
- The Patient Services Representative communicates with patients via the telephone to ensure accurate, prompt and courteous scheduling of primary care appointments, such as preventative screenings or routine office visits. This position is also responsible for delivering superior customer service, answering phones, confirming appointments, communicating with all departments and individuals regarding matters relating to patient care, and obtaining and entering accurate demographic/insurance information for all encounters including patient financial expectations.
Essential Duties and Responsibilities
- Promptly answers incoming calls to schedule appointments for patients; makes outbound calls when follow-up is needed.
- Ensures efficient processing and documentation of all information required for insurance verification, registration and billing in the Electronic Medical Record (EMR) system.
- Demonstrates superior customer service to all external and internal customers and helps facilitate smooth flow of patient phone calls.
- Communicates effectively with patients, physicians, and/or other departments regarding delays or any issues relating to patient appointments.
- Consistently achieves team metric standards and expectations.
- Maintains strict confidentiality at all times.
- Positively support mission, vision and values of the Hospital.
- Brings forth any compliance/ethics issues and recommendations for operational improvement.
- Ensures successful adherence to policies, procedures and changes to the organization.
Position Requirements
- High school diploma or GED required.
- 1 to 3 years of scheduling experience within healthcare required.
- Two (2) years customer service experience required.
- Excellent customer service skills with ability to communicate effectively with a courteous tone on the phone with patients, physician office staff and colleagues.
- Proficient computer software skills in MS Office Suite required.
- Bilingual (English/Spanish) communications skills a plus.
- Knowledge of principles of exceptional customer service and the basics of healthcare appointment scheduling and insurance verification required.
- Ability to provide excellent and timely customer service to all patients and physician office staff. Ability to accurately answer patient and physician office questions, schedule primary care appointments and verify and enter accurate demographic/insurance information in EMR systems. Familiarity with NextGen EMR preferred.
- Must have strong attention to detail.
Category Clerical Full-Time/Part-Time Full-Time Position Patient Service Representative - Call Center Number of Openings 1 Exempt/Non-Exempt Non-Exempt Location Wills Eye Hospital This position is currently accepting applications.