Job Title:Patient Representative

Location:Remote

Department Name:Patient Access Services

Req #:0000203565

Status:Hourly

Shift:Day

Salary Range: $19.74 - $24.97, Hourly

Pay Transparency:

The above reflects the anticipated hourly range for this position if hired to work,

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,

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

High School Diploma or GED

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,

Section 1: Essential Duties and 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 as assigned

S Section 2: Skills Required

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 patients 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 company's customer information systems and/or order system along with adequate knowledge of company, services, and products,

Ability to read, write and speak English; Ability to speak fluent Spanish as required by location