[Hiring] Patient Services Representative @Dignity Health Medical Group

Role Description

As our Patient Services Professional, you will be the welcoming voice and central administrative support, ensuring seamless patient experiences and efficient clinic operations through diverse engagements. Every day, you will expertly manage phone customer service, distribute communications, and handle patient information like demographics, insurance verification, and appointment scheduling. You'll also process referrals, authorizations, pre-registrations, and other clerical tasks, adapting to clinic needs while responsibly handling sensitive data.

• Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.).
• Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
• As appropriate, train and handle onboarding of new members to departmental standard operating processes, explanation of available services, tools, resources, and availability of providers.
• Update patients of the status of their referral or authorizations.
• Answers, screens, and processes a high volume of incoming calls in a professional manner. Directs patient access to the practice by scheduling and canceling patient appointments for multiple providers.
• Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines.
• Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
• Communicates, to patients and internal and external ordering physicians' offices, complex exam preparations instructions including, but not limited to, appointment arrival expectations, necessary documents requirements, outstanding balances, estimated co-pays, and other necessary preparations instructions in a courteous manner.

Requirements

• Must reside in Arizona or Texas.
• High School Graduate, upon hire or High School GED, upon hire.
• Satisfactory completion of a formal Medical Assistant program or military training that is equivalent to an accredited Medical Assistant program, upon hire.
• Minimum of two (2) years experience in a patient-focused healthcare environment OR high volume multichannel contact center.
• Experience with computer systems, including office windows based programs and web based applications.

Qualifications

• Certified Medical Assistant AAMA, upon hire (preferred).