ATLANTA GASTRO
Patient Service Representative (58885)
ATLANTA GASTRO, Atlanta, Georgia, United States, 30383
GENERAL SUMMARY OF DUTIES:
Responsible for advanced level scheduling for all patients, including scheduling patient appointments via telephone or electronic communication for procedures, follow‑up office visits, and ancillary services. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving, and/or escalating as required to all patient‑related issues.
REPORTS TO: Patient Service Manager
RESPONSIBILITIES
Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.
Schedule, reschedule, and manage cancellations and no‑shows for patient office visits and procedures.
Maintain and update current information on physician schedules and endoscopy block time; schedule patients according to physician availability and preference.
Collect and record accurate patient information according to the AGA Documentation Requirements.
Ensure all applicable procedures are scheduled in AGA endoscopy suites; coordinate scheduling of procedures in hospital if necessary.
Ensure all applicable ancillary services are scheduled at AGA.
Handle requests for information or appointments received via the eCW Patient Portal or AGA Website in an efficient and timely manner.
Mails/Emails information packets to patients who are new to the practice.
Address questions regarding patient appointments and requests for information from referring providers.
Accurately provide or counsel patients and/or relatives with pertinent information regarding medical treatment or procedures; distribute or mail preps to patients if necessary.
Meet or exceed quality and productivity standards as set by the Patient Service Leadership team.
Answer emails and voicemails and return patient calls in a timely and efficient manner.
Complete requests for information from other AGA staff and ensure that they are handled promptly and effectively to guarantee payment on patient accounts.
Abide by and promote HIPAA compliance; maintain strictest confidentiality with regard to patient information.
Participate in staff meetings as directed by the Patient Service Supervisor or Manager.
Participate in marketing activities as directed by the Patient Service Supervisor or Manager.
Participate in ongoing customer service training as directed by the Patient Service Supervisor or Manager.
Complete any other duties and/or special projects as assigned.
REQUIRED EDUCATION, SKILLS & EXPERIENCE
High School Diploma or GED required; Certified Medical Assistant preferred.
Strong customer service skills and ability to type 45 words a minute are required.
2‑3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred.
Staff member must be computer literate, able to operate healthcare systems and multiple Microsoft Office applications.
Bilingual skills are strongly preferred, but not required.
Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location.
ADDITIONAL SKILLS AND EXPERIENCE
Possess the ability to deal with patients, visitors, co‑workers, and physicians with courtesy and respect.
Display a professional, outgoing, warm and helpful attitude.
Possess compassion for dealing with people who are ill and need help.
Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager.
Work under pressure; assess, respond, and communicate issues in a timely manner.
Communicate clearly with patients and co‑workers through telephone, email, and in‑person.
Interpret and apply clinical and non‑clinical policies and procedures.
PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS Requires sitting and standing associated with a normal office environment; travel within the Metro area required.
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REPORTS TO: Patient Service Manager
RESPONSIBILITIES
Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.
Schedule, reschedule, and manage cancellations and no‑shows for patient office visits and procedures.
Maintain and update current information on physician schedules and endoscopy block time; schedule patients according to physician availability and preference.
Collect and record accurate patient information according to the AGA Documentation Requirements.
Ensure all applicable procedures are scheduled in AGA endoscopy suites; coordinate scheduling of procedures in hospital if necessary.
Ensure all applicable ancillary services are scheduled at AGA.
Handle requests for information or appointments received via the eCW Patient Portal or AGA Website in an efficient and timely manner.
Mails/Emails information packets to patients who are new to the practice.
Address questions regarding patient appointments and requests for information from referring providers.
Accurately provide or counsel patients and/or relatives with pertinent information regarding medical treatment or procedures; distribute or mail preps to patients if necessary.
Meet or exceed quality and productivity standards as set by the Patient Service Leadership team.
Answer emails and voicemails and return patient calls in a timely and efficient manner.
Complete requests for information from other AGA staff and ensure that they are handled promptly and effectively to guarantee payment on patient accounts.
Abide by and promote HIPAA compliance; maintain strictest confidentiality with regard to patient information.
Participate in staff meetings as directed by the Patient Service Supervisor or Manager.
Participate in marketing activities as directed by the Patient Service Supervisor or Manager.
Participate in ongoing customer service training as directed by the Patient Service Supervisor or Manager.
Complete any other duties and/or special projects as assigned.
REQUIRED EDUCATION, SKILLS & EXPERIENCE
High School Diploma or GED required; Certified Medical Assistant preferred.
Strong customer service skills and ability to type 45 words a minute are required.
2‑3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred.
Staff member must be computer literate, able to operate healthcare systems and multiple Microsoft Office applications.
Bilingual skills are strongly preferred, but not required.
Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location.
ADDITIONAL SKILLS AND EXPERIENCE
Possess the ability to deal with patients, visitors, co‑workers, and physicians with courtesy and respect.
Display a professional, outgoing, warm and helpful attitude.
Possess compassion for dealing with people who are ill and need help.
Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager.
Work under pressure; assess, respond, and communicate issues in a timely manner.
Communicate clearly with patients and co‑workers through telephone, email, and in‑person.
Interpret and apply clinical and non‑clinical policies and procedures.
PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS Requires sitting and standing associated with a normal office environment; travel within the Metro area required.
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