SUMMARY OF RESPONSIBILITIES

The position of Patient Support Representative is responsible for responding to incoming calls and providing excellent customer service.

ESSENTIAL FUNCTIONS

(1) Answers all incoming calls and records all communication and follow-up efforts in the patient’s notes.

(2) Follows communications scripts, FAQ documents and other resources when handling different topics.

(3) Identifies customers’ and providers’ needs, clarifies information, researches every issue, and provides solutions and/or alternatives in order to avoid unnecessary call transfers.

(4) Maintains knowledge of providers’ scheduling preferences and all procedures offered by PTCOA.

(5) Accesses the patient’s records and appointment history in the electronic health records software.

(6) Clearly communicates patients’ plan of care as designed by the provider.

(7) Schedules and reschedules appointments for patients as necessary, following the appropriate policy.

(8) Promptly returns phone calls, regularly monitors voicemails, and updates the patient’s chart, tagging the appropriate team as necessary.

(9) Regularly monitors EMR messages and responds in a timely manner.

(10) Transfers signed documents into patients’ charts and responds to requests for signed documents from physicians as necessary.

(11) Performs other related duties as assigned.

CORE COMPETENCIES AND CORPORATE DUTIES/ RESPONSIBILITIES

• Participate in continuing education/training activities including monthly online training.
• Assist patients, family members, and internal/external clients with concern and empathy; respect their confidentiality and privacy and communicate with them in a courteous and respectful manner.
• Answer and refer telephone calls or other inquiries to ensure accurate and timely communications are facilitated.
• Identify yourself in a pleasant and positive manner.
• Take responsibility for helping the caller.
• Take directions and initiate actions (cross/additional training) that will allow the assumption of cross-functional duties to ensure seamless workflow.
• Demonstrate ability to handle emergency or crisis situations in a prompt, precise, and professional manner.
• Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns.
• Investigate and follow through on unusual orders or requests for service or information.
• Follow proper reporting procedures for actual or potential accidents and/or incidents so follow up and/or prevention can occur.
• Record/report the need for service maintenance or repair of equipment and remove any faulty equipment from service.
• Consistently evaluate work and determine if further steps are needed to meet client expectations.
• Take initiative to do to redo inadequate or incomplete work, even if it is not yours.
• Ensure compliance with regulatory standards.
• Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
• Minimize non-productive time and fill slow periods with activities that will enable you to prepare to meet the future needs of the company (education, organizing, housekeeping, assisting others).
• Organize job functions and work area to be able to effectively complete varied assignments within established time frames.
• Consistently demonstrate ability to take the initiative to make decisions/choices without direct supervision.
• Adhere to administrative and departmental policies.
• Demonstrate regular attendance and timeliness.
• Do not incur excessive overtime.
• Remain conscientious in regard to personal hygiene.
• Demonstrate knowledge and understanding of all policies and procedures and ability to reference them from appropriate sources.
• Demonstrate adherence and support of company-wide service standards as evidenced by observation and feedback from patients, family members, and other clients.
• Must interact and exchange personnel, and outside agencies on a frequent basis while respecting the confidentiality of patient information.
• Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Must be able to interpret a variety of instructions furnished in written, or oral form
• Excellent oral and written communication skills.
• Demonstrate a high attention to detail.
• Strong organization, filing, and time management skills.
• Basic computer literacy and typing.

REQUIRED EDUCATION, EXPERIENCE, AND/OR CERTIFICATIONS

The position requires a high school diploma or educational equivalent. One (1) year of prior customer service experience or call center experience is preferred.