Patient Services Representative

Rebound is looking for a full-time Patient Services Representative to work in our Orthopedic and Neurosurgery Call-Center. Our Patient Services Representatives support our Scheduling Call Center operations through patient communication, appointment scheduling, insurance verification, and referralcoordination. You will need to maintain scheduling accuracy, workflow efficiency and adherence to departmental standards while supporting timely patient access. This position will work in collaboration with other clinical staff and clinic providers to provide exceptional service to our patients and families.

Responsibilities:

• Support an environment that reinforces Rebound's mission and Core Values of Superior Service, Teamwork, Integrity, Innovation, Quality and Recognition.
• Answer inbound phone lines for Scheduling Call Center and support Clinical Call Center phone coverage as operationally needed.
• Screen incoming calls, provide appropriate information within scope of practice and route messages/tasks to patients or clinical staff as appropriate.
• Schedule, coordinate and reschedule patient appointments in accordance with provider protocols.
• Verify insurance eligibility and utilize payer/insurance portals and available resources to support accurate scheduling and coverage review.
• Follow up on in basket messages and emails in a timely manner.
• Perform outreach for triaged referrals and schedule patients in accordance with provider protocols and insurance requirements.
• Work pre-registration work queue to resolve missing registration information required for appointment readiness.
• Monitor Call Center workflow demands to support timely turnaround and minimize queue delays.
• Meet established department productivity, quality, and performance metrics as defined by leadership.
• Develop and maintain collaborative working relationships with all team members.
• Attend meetings as required.
• Maintain a high degree of confidentiality and abide by all HIPAA rules and regulations.
• Perform related work as required.

• High School Diploma or GED.
• Work related experience, preferably in a medical office, and/or call center setting including experience with a multi-line phone and queue management system preferred.
• Working knowledge of medical terminology and flow of medical practices required.
• Experience working with Electronic Health Records systems required.
• Work related experience with Microsoft Applications preferred
• Ability to work in a call center setting consisting of a high volume of calls and typing.
• Ability to manage difficult and stressful situations.
• Strong problematic resolution skills.
• Knowledge of business office procedures.
• Knowledge of grammar, spelling and punctuation to communicate patient information.
• Skill in operating a computer and photocopy machine.
• Ability to speak clearly and concisely.
• Ability to read, understand, and follow oral and written instructions.
• Ability to establish and maintain effective working relationships with patients, providers, employees and the general public.

• Work may require sitting for long periods of time.
• Requires manual dexterity sufficient to operate a keyboard, type at 30 wpm; operate telephone, headset, copier and scheduling software.
• Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.
• It is necessary to view and type on computer screens for long periods and to work in an environment which can be fast-paced and constantly interrupted.
• Work is performed in an office environment.
• Involves frequent telephone contact with patients and providers.
• Work is continuous and fast-paced.
• Interaction with others is constant and interruptive.
• Contact involves dealing with injured people.

• Medical/Vision/Rx
• Dental
• 401(K) Retirement Plan, including discretionary profit sharing and Cash Balance Plan
• Company paid Life Insurance/AD&D
• Voluntary Life insurance/AD&D
• Company paid short and long-term disability
• Flexible Spending and Health Saving Accounts
• Employee Assistance Program
• Free Parking
• Paid Time Off accrued at up to 24 days in your first year based on FTE