Patient Support Representative

Borland Groover•Jacksonville, FL

1d•Onsite

About The Position

The Patient Support Representative (PSR) is the first point of contact when patients contact Borland Groover. PSR’s schedule appointments and act as a liaison for new and existing patients. They need to have strong organizational skills and provide excellent customer service through empathy, caring and active listening to accommodate our patient’s needs. The PSR helps conjugate the communication between the patient and their clinical team.

Requirements

High School diploma or equivalent required.
1 year of customer service experience is required
Must have excellent communication skills, both verbal and written
Must be able to prioritize tasks and work efficiently as part of a team
Must be able to obtain patient information and accurately enter inpatient database(s)
Must maintain HIPAA compliance when accessing personal health information
Must be able to work in the office full-time
Must be able to perform physical duties when necessary
Strong customer service skills with both patients and other departments within the practice.
Professional and pleasant telephone etiquette
Ability to maintain confidentiality and communicate in person, by phone, or in writing.
Ability to work independently and in a team environment.
Excellent data entry skills
Competency in Microsoft Office, EMR/PM, and other medical software.
Ability to communicate effectively with physicians and staff both verbally and in writing.
Ability to handle multiple tasks in a fast-paced environment.
Ability to handle patient issues in a tactful and professional manner.
Attention to detail.
Ability to communicate in English.

Nice To Haves

1 year of call center experience is preferred
1 year of experience working with patients in either a hospital or office setting is preferred
Fluency in Spanish is a plus
Previous GI experience is a plus

Responsibilities

Answer contacts from patients and facilities.
Investigate, Identify, and/or direct patients' inquiries or complaints to the appropriate medical staff member.
Update and verify patients' information
Must have the training and ability to answer questions from patients.
Must ensure urgent/emergency calls are handled properly
Must be able to schedule patient appointments with any clinic physician, regardless of location
Must ensure all necessary information is collected at the time of scheduling (ie: insurance, demographics, and pharmacy)
Must be knowledgeable in the clinic’s various insurance plans
Ensure all necessary information is collected for messages (ie; a detailed description of the call, correct demographics, and pharmacy)
Ensure the message is sent to the appropriate clinical team (EHR 4-point check)
Input referrals referred to the clinic
This job requires access to Personal Health Information (PHI), HIPAA training is required, and HIPAA compliance is expected.
Must follow the organization’s Code of Conduct
Must participate in the Compliance Program Initiatives and reporting and Compliance Issues.
Other duties as assigned.