Provide scheduling assistance to Lone Star Circle of Care patients and perform insurance verification duties. In addition, Patient Service Representative will perform appointment confirmations, cancellations, and reschedules. Under general supervision, exercises some discretion, makes routine decisions based on existing scheduling guidelines and will assume other duties when assigned. Frequently interacts with the Patient Navigation Center Team, Clinical Staff and works under the supervision of the Patient Navigation Center Manager.
Customer Service:
- Provide initial customer service to all Patient Navigation Center contacts, included but not limited to scheduling and confirming patient appointments for multiple LSCC service lines, using the current LSCC electronic telephone software system and an electronic practice management system (NextGen EPM)
- Complete appointment confirmation calls, ensuring patients attend their appointment with Lone Star Circle of Care
- Verify patient insurance in accordance with Lone Star Circle of Care guidelines; if the patient is uninsured the representative will inform the patient what information they will need to bring for the LSCC sliding fee program registration process in accordance with LSCC guidelines
Administrative:
- Perform data entry, making necessary updates to patient information, demographics and insurance information, using an electronic practice management system (NextGen EPM)
- Navigate all contacts appropriately using the current LSCC software tool
- Applies use of department manuals and reference tools.
- All other duties as assigned
REQUIRED EXPERIENCE, EDUCATION, AND LICENSE:
- High school diploma or GED preferred; additional work experience may be substituted in lieu of education
- Minimum of one (1) year of customer service experience
- Excellent computer skills and the ability to learn new computer programs efficiently
PREFERRED EXPERIENCE, EDUCATION, AND LICENSE:
- Six (6) months prior medical office or healthcare setting experience
- Minimum three (3) months call center experience
- Bilingual English/Spanish language