[Hiring] Patient Rescheduling Representative @RadNet

Role Description

The Patient Rescheduling Representative plays a crucial role in the patient communication process for the Authorization Team. The representative will serve as the liaison between our patients and the Authorization Team, handling all rescheduling/cancellation calls to our patients, as well as receiving incoming patient rescheduling inquiries. This role will require superior customer service skills and the ability to navigate and de-escalate challenging situations. The Patient Rescheduling Representative will be an effective communicator, providing accurate information to our patients and successfully answering their inquiries. The Patient Rescheduling Representative is part of a dynamic team that delivers an exceptional patient experience through superior customer service, empathy, and patience.

• Monitor assigned rescheduling worklist and ensure patient contact within designated rescheduling time frame, utilizing all tools and required methods of communication.
• Take ownership of assigned accounts, perform necessary rescheduling follow-up, and understand when the account has been worked to its furthest extent.
• Review and follow rescheduling/cancellation instructions and authorization timelines, confidently relaying pertinent information to our patients, offering self-pay options and following cancellation protocols.
• Ensure all incoming patient inquiries are solved for and determine when escalation is needed.
• Investigate accounts requiring scheduling updates due to exam changes and appropriately reschedule appointments.
• Ability to de-escalate challenging rescheduling situations with little to no guidance.
• Demonstrate superior customer-service skills, empathy, and patience while adhering to rescheduling/cancellation protocols.

Qualifications

• High School Diploma or equivalent required.
• Bachelor’s degree in business, healthcare, or a related field preferred.
• Previous experience in a phone and/or customer experience/support role preferred.
• Previous experience working on authorizations or in radiology preferred.
• Strong interpersonal skills.
• Ability to handle inbound and outbound phone calls in the English language fluently.
• Knowledge and ability to navigate office equipment (such as computer) and understand computer applications such as Word, Excel, Outlook and webchat.
• Ability to scan and label documentation into a patient’s chart.

Requirements

• Maintain departmental Quality Index (QI) and productivity standards.
• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
• Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.

Benefits

• Pay Range: $18.21 - $20.29 per hour