Summary of Job
A Patient Services Representative’s goal is to assist the patients of Revenue Cycle clients in understanding and settling their patient balances.
Essential Duties and Responsibilities
- Professionalism
o Follows all company policies as defined by eMDs leadership and the HR department.
o Follows the direction, guidance, processes, and policies as defined by management and eMDs leadership.
o Follows all Revenue Cycle Services written policies correctly the first-time and every time.
o Responds to all customer requests for assistance in a timely manner.
o Responds to all customer and leadership requests in a professional, courteous, and respectful manner.
o Maintains a positive “can-do” attitude that fosters a positive team environment.
o Proactively learns new things that increase personal skills and customer issue resolution.
- Communication
o Consults directly with customers via phone.
o Listens attentively to leadership, team and customers to gain a comprehensive understanding of issue/request.
o Clearly communicates (verbal and written) in a professional, courteous, and respectful manner.
o Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset.
- Product, Process and System Knowledge
o Learns core revenue cycle processes in order to effectively communicate with customers.
o Learns all applicable eMDs software systems and can navigate between them efficiently.
o Learns how and when to escalate issues and follows established process.
- All other duties as required
- Minimum of one year combined health care or phone-based customer service experience.
- Ability to thrive in a high call volume environment.
- Ability to manage multiple projects at the same time in a fast-paced environment.
- Strong customer facing communication skills (verbal and written). Must communicate in a professional, courteous, and respectful manner.
- Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, SharePoint).
- Must be available between the hours of 7AM – 7PM CST.
- Strong focus on customer service and team work.
- Knowledge of medical terminology.
- Knowledge of medical billing or insurance.
Language Skills
Employee is required to speak, read and write English and be conversationally fluent in Spanish.
Physical Demands / Work Environment
All employees must be able to lift 50lbs
Source: Indeed.com
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