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Responsibilities

Candidates must live in or around Erlanger/Lexington Kentucky. While this postition is remote, you may be required to attend training or meetings on site.

The Patient Service Representative (PSR) position is the first point of phone customer service contact for our patients, physicians, other clinic staff, internal and external laboratory and imaging staff, hospital staff, patient family members, and vendors. As a PSR, your role is to provide prompt, accurate, courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email and text. A Patient Service Representative may also perform a variety of other duties including but not limited to collecting and updating demographics and insurance information, verification of health plan eligibility, taking complete and accurate messages, and scheduling mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record, and contact center system. In addition, may assist with referrals and authorizations. As the first point of patient contact your role is to provide effective patient experiences with an emphasis on first contact resolution in a culture of "yes". Patient Service Representatives may assist with patient calls from multiple locations and specialties, and hours may vary as needed.

Essential Functions:

Patient Service

• Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.). Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.

• As appropriate, assist new members with introduction to and explanation of available services, processes and availability of providers.

• Update patients of the status of their referral or authorizations.

• Answers, screens, and processes a high volume of incoming calls in a professional manner. Directs patient access to the practice by scheduling and canceling patient appointments for multiple providers.

• Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines.

• Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.

• Communicates to patients and internal and external ordering physicians' offices, complex exam preparations instructions including, but not limited to, pre-procedure laboratory test requirements and other necessary preparations instructions.

• Sends out accurate and complete communication to physicians or other healthcare providers

First Contact Resolution

• Determine the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate patient issue-resolution by referring the matter to an issue/content expert. Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter

Contact Handling

• Ability to comprehend and communicate clearly and effectively (both verbally and in writing) with medical center staff, patients, families, and other internal and external customers

Flexibility

• Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem solving

Contact Control

• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has or can be found. Ability to clearly articulate a response to the patient using appropriate voice modulation

Problem Solving

• Exceptional patient/customer service skills including effective and efficient problem solving and analytical skills

Contact Quality

• Meet Quality Assurance requirements and other key performance metrics

Professionalism

• Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations

Pro-Actively Contributes to Organizational Excellence:

• As described by the DHMF Way, True North. Focus at all times on improving the patient's experience by delivering on a culture of yes.

• Problem solves to maximize opportunities and minimize unnecessary steps.

• Keeps work spaces and all patient areas clean and clutter free.

• Maintains professional appearance and follows all dress code guidelines.

• Flexible to change work hours/days, and floats to support others.

• Initiates ways to increase Physician productivity.

Demonstrates Effective Stewardship

• Utilizes and maintains equipment properly to minimize repair and service calls, maximize equipment longevity, and increase cost effectiveness.

• Orders only necessary items, maintains PAR levels, and shares supplies to eliminate unnecessary spending.

• Utilizes work time efficiently through proper time management.

• Adheres to time and attendance policies and procedures.

• Promptly refers patients to the billing office for extensive billing questions.

• Documents insurance cards, referrals, auths and other billing data

Continuously Challenges Status Quo:

• Encourages feedback from patients and co-workers.

• Seeks alternative ways of doing things quicker with less resources

• Ask questions.

• Reports items that require attention.

• Share ideas and give feedback.

• Initiates and offers ideas and solutions when problems arise

Safety, Confidentiality, and Training:

• Can verbalize fire and disaster plan.

• Meets all OSHA standards.

• Attends all required training as scheduled and timely completes all required online training.

• Knows how to utilize the incident reporting system and compliance hot line.

• Adheres to all patient confidentiality requirements

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Qualifications

Required Education

High School Diploma, GED, or equivalent

Graduate of an accredited Medical Assistant Program

Licensure and Certifications

Certified Medical Assistant (CCMA, CMA, CMA-NHA, NCMA, NRCMA, RMA, RMA-AAH, or CMA-MMCI acceptable)

Basic Life Support

Required Minimum Knowledge, Skills and Abilities

Experience with computer systems required, including web based applications

PREFERRED Qualifications

Experience in a patient-focused healthcare environment. 1 year experience in a high volume multichannel contact center

Overview

Welcome to CHI Saint Joseph Medical Group, a full service network of primary care services specializing in family, internal, geriatric and pediatric care serving 88 locations across central and Eastern Kentucky. CHI Saint Joseph Medical Group is dedicated to delivering customized care based on the unique needs of our patients and is recognized as a Best Place to Work in Kentucky (https://www.youtube.com/watch?v=Ioujd4fnJcY) for two years in a row (2023-2024).

Whether you are an experienced healthcare professional or working toward that, we invite you to experience Hello Humankindness (https://www.chisaintjosephhealth.org/library/landing/humankindness) with us! CHI Saint Joseph Health provides you with the same level of care you provide for others. Learn more about CHI Saint Joseph Medical Group and its awards and recognitions here (https://www.chisaintjosephhealth.org/library/default-tab-bar-back/about-us/chi-saint-joseph-medical-group) .

Our commitment to serve the common good is delivered through the dedicated work of thousands of physicians advanced practice clinicians nurses and staff; through clinical excellence delivered across a system of 140 hospitals and more than 2200 care centers serving 24 states.

Pay Range

$17.04 - $23.43 /hour

We are an equal opportunity/affirmative action employer.