Non-Clinical - Administrative - Patient Services Representative

Non-Clinical - Administrative - Patient Services Representative

Baltimore, MD 21223

FT Dayshift with weekend requirement (40 hrs) ? Th & F 07-1530, Sa & Su 07-1930

Position Summary:

The Contact Center ? Agent I uses protocols, guidelines, and appropriate software systems to handle customer requests coming into the Contact Center by phone, EMR portal, LBH website, or other unified communications. The agent handles requests in support of patients, specific provider practices, departments or other LBH services. Requests will include appointments, prescription refills, or other provider practice associated activity including preauthorization and referral follow up. The agent works in partnership with other staff members and proactively identifies and responds to LBH customer?s needs to enhance the customer experience.

Essential Functions:

Registration /Scheduling

Scheduling and Patient Registration Uses contact center applications and systems to register patients, schedule patient appointments, capture request , and update service tickets on behalf of provider practices and other LBH departments and service

Tasks:

Register new patients, schedule appointments and take messages for physician/department for patient care visits and services.

Complete patient request that include but not limited to prescription refills, preauthorization and referral follow-up.

Agents will be responsible for insurance verification through multiple clearance channels such as clear wave, over phone verification and electronic verifications.

Create an open dialogue with provider practices to both transfer and receive relevant information on behalf of our customers.

Document in a concise, through and accurate manner, while utilizing the appropriate templates.

Marketing Campaigns

Triage inbound and outbound marketing campaign calls from multiple forms of consumer marketing tools; such as radio, billboard, TV adds, print and on-line platforms. Assist Physician services with scheduling and notifying both employed and credentia

Tasks:

Support inbound and outbound Marketing campaigns and initiatives to include radio, billboard and TV adds, print and on-line platforms.

Register patients and employees for community and LBH sponsored events.

Respond and follow-up on customer concern, kudos and information request submitted to the LBH consumer websites.

Contacts credentialed physicians to register for clinical classes, grand round meetings and request for information and follow-up.

Physician Referral

Actively and accurately obtain and enter data into CRM software, make follow -up inquires for patients who have been seen in urgent or emergent care areas, and recommend physicians to patients seeking clinical care based on specific criteria.

Tasks:

Collects and enter data into CRM software from callers who are seeking physician and clinical referrals.

Recommend physicians to patients seeking clinical care based on specific criteria such as specialty, location and insurance acceptance.

Make follow -up inquires for patients who are seen at our emergent or urgent care outpatient treatment centers and who may need follow-up care.

Customer Service

Serves as a resource to customers who inquiring about LBH services, classes and community events. Maintains a professional demeanor during the customer service interaction by building strong relationships with patients, family members and the communi

Tasks:

Responds to and serves as a resource to customers who wish to update their contact preferences or gain access to the LBH EMR portal or another self-service portal technology.

Troubleshoot and assists patient with setting up self-service patient portal access in Cerner.

Using feedback from customers, updating customer profiles in appropriate software and tracking engagement history.

Discharge follow-up calls to measure quality, services and satisfaction.

Triage and disposition inbound calls on a 24/7 basis to provide support to internal departments, physicians and LBH affiliates.

Operations

Demonstrates a comprehensive understanding of contact center software, CRM, EMR and related modules. Proficient understanding of mass notifications and physician, clinical and midlevel after hour support models.

Tasks:

Effectively able to navigate between at minimal of (5) queues and defined skills when managing customer interactions.

Supports organizational changes and demonstrates flexibility in providing coverage, and or availability for contact center via scheduling adjustments, special marketing events and call volume variances.

Support and initiate all mass notification communications that support urgent, emergent, informational and environmental events.

Able to effectively use multi-channel system to communicate with customers including voice, video, text, email, chat, social media.

Provide an answering service functionality to LBH credential physicians, midlevel?s and practitioner.

Have a working knowledge of the contact center applications and software such as but not limited to Cerner, Powerchart, Revenue Cycle, the CRM platform

Required to meet specific KPI (key performance indicators) such as SLA?s, call volume, handle time and meet all customer service indicators based on Press Gainey feedback.

Mailing new patient packages, Medicare wellness forms, and registration documents.

Level of Supervision

Required: Work is reviewed daily

Contacts: Frequent contacts, within or outside of the Company. Requires tact, discretion, and working knowledge of Company procedures and policies.

Type of Supervisory Responsiblities:

None

Qualifications/Requirements

Education/Knowledge:

Education Discipline:

Entry level knowledge; basic employment skills. Degree or HS Diploma not required.

Experience: 1-3 years

Technical/Clinical Skills (Usage):

Standard Office Equipment (Frequently) Microsoft Office Suite (Frequently) Basic computer skills (Frequently) Medical terminology (Frequently) Critical thinking skills (Frequently)

Chat Bots (Frequently)

Call Center Software/Soft Phone (Frequently) Email communicaiton (Frequently)

Cerner (Frequently)

AI Communication (Frequently) Healthstream (Frequently)

CRM - Customer Realtionship Management Toold (Frequently) IDX (Frequently)

Certifications, Licenses, Registrations:

Medical Terminology

Communication Skills and Abilities:

Demonstrates the ability to follow verbal instructions. Demonstrates the ability to communicate effectively verbally. Demonstrates the ability to communicate effectively in writing.

Physical Demands and Working Environment

Physical Demands:

Sedentary - Exerts up to 10 lbs. of force to lift, carry, push, pull, or otherwise move objects. Sitting most of the time, but may involve walking or standing for brief periods or time.

Work Environment:

Normal Environment

• Normal light, air, and space in work environment.

Little or No Exposure

• Little or no personal exposure to any real or potential health or accident hazard.