Call Center/ Patient Service Representative at Henry J.… · Trenton

Summary: Henry J. Austin Health Center is seeking a Call Center/ Patient Service Representative who will be responsible for professionally responding to patient inquiries and assisting with patient registration for healthcare services. The role involves managing patient information, scheduling appointments, and ensuring a seamless transition for patients from the front desk to clinical departments. Responsibilities: - Promptly answers, screens, and processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures - Provides information on Henry J. Austin’s customers’ programs, policies, and procedures - Collects and enters patient intake information into the appropriate medical service software system to initiate the transaction. Documentation is to be concise, thorough, and accurate - Refers patients to the Henry J. Austin nursing team for triage and medical advice - Utilizes automated computer software to schedule appointments, and effectively communicate such information to the appropriate party per established protocols - Participates in internal and external educational opportunities relevant to the call center or customer service environment - Meets outlined Henry J. Austin quality benchmarks and/or quality indicators as monitored through audits or recordings - Supports organizational changes by demonstrating flexibility in providing coverage and/or availability for the call center or front desk patient registration via scheduling adjustments for unexpected absences, events, or call volume variances - Manages cash and efficient processing of co-pays. Ensures accuracy with insurance verification procedures - Facilitate interoffice team communication with respectful and constructive problem solving and resolve conflict among team members quickly and fairly - Maintains a working knowledge of all Provider clinical schedules, call and leave schedules - Shall efficiently use, monitor and maintain data from EHS modules including, but not limited to, Scheduling and Patient Registration - Must be able to tolerate frequent work interruptions, organize work and reset priorities in order to complete work responsibilities in a timely manner - Work is affected by frequent changes in procedures and state, federal, and agency regulations. Other changes requiring immediate response are computer changes in billing and accounting system and hospital/medical classification procedures - Customer service oriented - Must be willing to work at all HJA locations, or remotely, on demand as needed based on business needs - Meets Henry J. Austin incentive standards in all categories on a quarterly basis - Team player - Meets the expectations of our internal and external customers in providing excellent service - Demonstrates positive customer relationship skills with all telephone encounters - Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels - Willingly performs other duties or tasks as assigned and handles multiple tasks effectively and efficiently - Promotes sense of pride in call center and positive interpersonal relations among all team members - Exhibits commitment to effective problem solving techniques when issues arise - Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism - Demonstrates effective problem solving skills - Performs other duties and assumes other responsibilities as apparent and/or as assigned by Patient Services Supervisor or Patient Access Director. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice Required Qualifications: - Graduation with proof of high school diploma or possession of an approved high school equivalency certificate required - Employee must pass the presumptive eligibility NJ state exam (Medicaid enrollment exam) within the first year of employment - Skill in the application of modern office techniques and practices and the use and care of office machines and equipment - Computer literacy and proficiency - Excellent communications and interpersonal skills - Ability to stay calm and professional under pressure - Must be courteous and have a pleasant/friendly disposition - Ability to work well with others and to assist the public cooperatively and courteously - Strong ability to work in a fast-paced environment and to remain on-task to produce high outcomes Preferred Qualifications: - A two-year college degree or other post-secondary education and/or training preferred - Bi-lingual Spanish preferred (may be required as indicated by job notice) Required Skills: Medical Service Software, Patient Registration, Insurance Verification, Medicaid Enrollment, Computer Literacy, Bilingual Spanish Benefits: Exam preparation class is provided by the State of New Jersey with paid time off by HJAHC to attend a required training class.