Patient Representative in WEST ORANGE, New Jersey at RWJBarnabas Health

Job Title: Patient Representative

Location: Barnabas Health Medical Group

Department Name: Patient Access Services

Req #: 0000260478

Status: Hourly

Shift: Day

Pay Range: $21.07 - $26.22 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

The Patient Representative is responsible for effectively responding to inbound new and current patient calls for RWJBarnabas Health affiliated offices and schedule first time and returning patient follow-up appointments, strategically scheduling patients to the provider that will best suit their needs based on a series of clinical indicators. The Patient Representative will schedule patients and handle general questions with genuine empathy, striving to exceed patients expectations on every call.

As a Patient Representative, a typical day may include:

• Responding to inbound/Web calls and online appointment requests to schedule appointments with the goal of securing an appointment based on a series of clinical indicators, routing patient to appropriate provider for conservative management or surgical evaluation.
• Reviewing assigned provider office and OR schedules to ensure appointment slot utilization targets and clinical office flow expectations are met.
• Handling inbound and outbound calls to answer general questions with the goal of increasing business through customer satisfaction and customer retention
• Handling all calls from patients and internal/external customers with courtesy and patience.
• Utilizing knowledge tools to understand accepted insurance, office hours, scheduling guidelines and physician details.
• Identifying payer type to appropriately obtain insurance benefits to check status eligibility and office assignment.
• Confirming, canceling, and rescheduling appointments as necessary.
• Following up with patients as necessary to gather any missing demographics, insurance, referral and/or authorization information before the patient visit.
• Fielding and resolving patient concerns, escalating to appropriate manager when situation necessitates,
• Meeting or exceeding department performance targets to include; meeting average calls handled for the month, productivity goals, quality assurance expectations, maintain a strong appointment booked to appointment show conversion, and appointment show to surgical conversion ratio.

This Role Might Be For You If you:

• Adhere to assigned work schedule
• Are dedicated to delivering excellent customer service while remaining calm, flexible, and invested in the patient’s journey.
• Have problem solving skills to find creative solutions to patient needs.
• Have empathy for patients and a devotion to work accurately and with discretion.

To Be Considered for the Patient Representative position, you must have:

• A high school diploma
• 2+ years of fast paced customer service or sales driven contact center working environment
• Ability to type 35 WPM or greater.

Why You'll Love working with us:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees’ physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered,

high-quality academic medicine in a compassionate and equitable manner, while delivering

a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

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