Patient Services Specialist II #Full Time - 61st Street Service Corp

Top Healthcare Provider Network

Join our team of highly skilled clinical and administrative healthcare professionals who support our mission to help facilitate the deliver of world-class, patient-centered care by one of the top healthcare provider networks.

Opportunity to grow as part of the Call Center Career Ladder!

Job Summary:

The Patient Services Specialist II is part of a department-based scheduling pod that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic services, physician referrals/appointments, and general department information. The Patient Services Specialist II is part of a team that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of Service-Oriented, Trust, Empathy, Safety, Inclusion, and Communication.

Job Responsibilities:

• Schedules appointment requests. Indicates special needs as needed.
• Communicates insurance participation, financial responsibility, and time of service policy to the patient population.
• Obtain patients’ insurance and demographic information and ensure all obtained information is registered in EPIC.
• Performs insurance verification and interprets responses. Informs patient of insurance requirements for services provided. Escalates cases for resolution as appropriate.
• Helps identify and document trends.
• Escalate issues/cases to Supervisor/Manager for resolution.
• Supports and participates in a collaborative team-oriented environment. Facilitates team discussions about complex patient scheduling needs.
• Takes ownership of resolving scheduling conflicts and communicates with the management team and care providers to resolve scheduling issues.
• Collects pre-registration information to address outstanding Epic work queue accounts.
• Performs outbound calls to perform Epic referral scheduling.
• Ensures processing of requested record collection for patients and correspond with internal parties.
• General faxing, filing, and mail sorting.
• Contribute to the team by providing support and backup coverage as needed.
• Works on escalated cases with higher complexity as assigned. Manage complex cases and troubleshoot as needed.
• Helps to mentor other Specialists to resolve complex issues/cases. Escalated such cases to Supervisor for resolution. Ensures remedy is executed successfully.
• Mentor assigned Patient Service Specialists on how to deliver excellent service to patients while accurately and efficiently retrieving patient demographic and financial information.
• Provide suggestions and recommendations to improve workflow, communication, and overall protocols in an effort to better serve the needs of the patients and department.
• Performs other related duties as assigned.

Job Requirements:

• High School Diploma or the equivalent required.
• Minimum of 3 years of relevant experience including proficiency in medical terminology. The incumbent must demonstrate a strong proficiency in a wide range of scheduling complexity and related workflows.
• Excellent customer service skills and the ability to maintain a pleasant and helpful demeanor through all situations.
• Excellent skills in problem assessment, using good judgment, and collaborative problem-solving in complex and interdisciplinary settings.
• Excellent verbal and written communication skills including interpersonal skills
• Strong proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Associates Degree or higher preferred.
• Prior high volume customer service experience in a call center environment is preferred.
• Bilingual (English/Spanish) is a plus

Hourly Rate Ranges: $26.81 - $32.82

Note: Our salary offers will fall within these ranges based on a variety of factors, including but not limited to experience, skill set, training and education.

61st Street Service Corporation

At 61^st Street Service Corporation we are committed to providing our client with excellent customer service while maintaining a productive environment for all employees. The Service Corporation offers a competitive comprehensive Benefit package to eligible employees; including Healthcare and various other benefits including Paid Time off to promote a healthy lifestyle.

We are an equal employment opportunity employer and we adhere to all requirements of all applicable federal, state, and local civil rights laws.