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Patient Services Specialist - Call Center

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Virginia

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JOB DETAILS
SKILLS
Analysis Skills, Automatic Call Distributor (ACD), Calendar Management, Call Centers, Cardiovascular, Communication Skills, Concrete, Customer Support/Service, Detail Oriented, Federal Laws and Regulations, HIPAA (Health Insurance Portability and Accountability Act), Healthcare, Insurance, Legal, Managed Care, Medical Office, Medical Record System, Medical Treatment, Microsoft Internet Explorer Browser, Microsoft Outlook, Microsoft Word, Patient Care, Patient Care Authorizations, Presentation/Verbal Skills, Problem Solving Skills, Quality Metrics, Registered Nurse (RN), Schedule Development, Spanish Language, State Laws and Regulations, Statistics, Team Player, Telephone Skills, Time Management
LOCATION
Virginia
POSTED
5 days ago
Virginia Heart is Northern Virginia's premier cardiovascular practice, bringing an unparalleled standard of excellence to our patients. We are seeking talented and compassionate Registered Nurses to join our team of patient-focused professionals.
 
POSITION SUMMARY

The Patient Services Specialist office scheduler provides superior service to existing and prospective patients of Virginia Heart while using guidelines and protocols to meet and exceed patients’ needs.  The standard day involves the efficient and effective scheduling of patients as well as contributing to the success of achieving overall department performance goals and quality standards.  Performs other duties as assigned.  This is a full-time position, Monday through Friday and hours of work may fall between 8:30 a.m. and 5:00 p.m.  Please note that this position is working within our Patient Services Center (Call Center).

RESPONSIBILITIES
  • Schedules appointments for medical services, following appropriate scheduling protocols, via incoming phone calls and/or online requests from patients or providers
  • Determines available appointment time, obtains and records patients’ identification and appointment information in Electronic Health Records system
  • Messages information and/or transfers calls to appropriate personnel if patient requests advice, an urgent appointment, or schedules follow-up appointments according to protocol, as necessary
  • Frequently interacts with internal clinical/non-clinical offices and staff to address patients’ needs
  • Receives patients’ appointment requests while determining type of appointment needed by asking pertinent questions; refers patient appointment requests to other medical office locations as necessary
  • Maintains the confidentiality and integrity of all computer and patient data
  • Meets established Automated Call Distributor system call statistics goals
  • Meets all individual monthly quality and service goals
  • Maintains current knowledge of Patient Services policies and procedures
  • Performs other work-related duties as assigned, such as clearing all call queues at the end of the day
Customer Service - Responsible for answering phones in a courteous, professional, and timely manner. Provides friendly and efficient telephone services to patients and Virginia Heart staff and transfers calls as appropriate. Maintains good communication with patients/physicians and office staff.

Professional Demeanor - Demonstrates professionalism in all interactions with patients, vendors and fellow employees to create a positive experience. Exhibits empathy and compassion. Adheres to Virginia Heart dress code policy. Exudes confidence on the telephone fostering reassurance for our patients; maintains positive body language while working with team members. Resolves issues appropriate to position. Respects chain of command.

HIPAA Compliance - Respects and maintains patient privacy and dignity. Adheres to HIPAA law and is aware of one’s own environment and communication with patients at all times.

Insurance Verification - Is able to identify all accepted insurance plans and cards. Is able to advise patients if they need to bring a referral to their appointment; able to advise patients if we do not participate with their insurance. 

QUALIFICATIONS
  • At least 1 year of Call Center experience preferred
  • At least 1 year of consumer-to-consumer service experience
  • Knowledge of, and prior experience in Medical or Managed Care industry is preferred
  • Must possess the following characteristics:  self-motivation, resourceful, detail-oriented, sense of accountability, and must be a team player
  • Must possess strong skills in the following areas:  organizational, time management, written and verbal communication, analytical, and problem solving
  • Proficiency in Microsoft Word, Microsoft Outlook, and Internet Explorer
  • Strong communication skills over the phone and face-to-face
  • Ability to deal with problems involving several concrete variables in standardized situations
  • Fluent in Spanish is a plus
This job description in no way states or implies that these are the only job duties to be performed by the employee occupying this position. Employee may be required to follow other job-related instructions and to perform other job related duties as requested, subject to all federal, state, and municipal laws.
 
We offer a competitive salary and a comprehensive benefits package, including: medical/dental/vision insurance, life insurance, disability insurance, 401(K), and paid vacation, sick and holidays.

We are proud to be an equal opportunity employer.

About the Company

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