Patient Representative at RWJBarnabas Health – WEST ORANGE, New Jersey

Job Title: Patient Representative

Location: Barnabas Health Medical Group

Department Name: Patient Access Services

Req #: 0000234219

Status: Hourly

Shift: Day

Pay Range: $20.60 - $25.84 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.

Job Overview:

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. Will schedule patients and handle general questions with genuine empathy, striving to exceed patients expectations on every call.

Qualifications:

Education:

High School Diploma or GED Required At least two years in fast paced customer service or sales driven contact center working environment and/or high-volume specialty physician practice. Ability to type 35 WPM or greater Computer and Microsoft Office proficiency required Knowledge of medical terminology preferred

Key Competencies

Attendance/Punctuality - Adheres to assigned work schedule; ensures work responsibilities are covered when absent; arrives to meetings on time. Dedication to delivering excellent customer service while remaining calm, flexible and invested in the patient s journey. Problem-solving skills to help find creative solutions to patient s needs, committed to first call resolution for every patient. Empathy for patients and devotion to work accurately and with discretion as you would be working with sensitive data. Detail orientated and strong organizations skills. Strong negotiation skills are a plus. Enthusiasm to work independently and on a collaborative team. Ability to handle multiple inbound calls in a fast-paced environment. Excellent verbal and written communication skills. Ability to talk and type simultaneously. Ability to multitask and navigate several systems at the same time. Confident learning new software systems and intermediate knowledge of Microsoft Excel and Word; familiarity with Internet and email software. Other Skills and Abilities - Requires fundamental knowledge to navigate. Ability to read, write and speak English; Ability to speak fluent Spanish as required by location.

Responsibilities:

Respond 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. Patient Representative will review assigned provider office and OR schedules to ensure appointment slot utilization targets and clinical office flow expectations are met. Handle inbound and outbound calls to answer general questions with the goal of increasing business through customer satisfaction and customer retention. Handle all calls from patients and internal/external customers with courtesy and patience. Utilize knowledge tools to understand accepted insurance, office hours, scheduling guidelines and physician details. Must identify payer type to appropriately obtain insurance benefits to check status eligibility and office assignment. Confirm, cancel, and reschedule appointments as necessary. Follow up with patients as necessary to gather any missing demographics, insurance, referral and/or authorization information before the patient visit. Field and resolve patient concerns, escalating to appropriate manager when situation necessitates. Meet or exceed 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.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

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