Patient Service Representative

Job Title: Patient Service Representative

Reports to: Business Operations Manager

Department: Business Operations

FLSA Class: Non-Exempt

Updated: November 2024

Summary: The Patient Service Representative (PSR) is responsible for providing excellent customer service to each person who contacts the clinic telephonically. This position also consistently strives to provide accurate, friendly, and quick patient communications to be able to respond to more patients in the queue.  The PSR functions in accordance with established federal, state, and clinic standards, while complying with all federal grants and Hunter Health Clinic (HHC) policies and procedures.

Essential Functions:

• Answers patient phone calls following HHC’s Standards of Communication, providing accurate information and referring phone calls to the appropriate providers, as needed for medical information.


• Dispatches all calls and messages accurately and in a timely manner.


• Maintains knowledge of clinic protocols, policies, procedures, and services to provide accurate information to internal or external callers.


• Records patient information thoroughly and accurately.


• Maintains confidentiality concerning proprietary information, patient information, and employees as patients’ information.


• Escalates patient concerns or complaints to leaders to address them, as needed.


• Tracks, monitors, and reports phone data to assist with continual improvements to metrics (i.e. abandon call rate).


• Meets and maintains phone data and service benchmarks.


• Provides feedback to Business Operations Manager to provide suggestions for enhancements to current processes, providing innovative and creative solutions supporting organizational benchmarks and departmental billing goals.


• Travels when necessary to meet operational needs.


• Performs all other duties as assigned.

Qualifications:

• High school diploma or GED is required.


• 1-2 years of experience in a prior customer service role is required.


• Experience in a clinic office setting is preferred.


• Bilingual abilities are preferred.

Skills:

• Listens, identifies, and responds quickly and effectively to internal and external needs.


• Communicates effectively with all patients and employees.


• Displays organizational skills, abilities to multi-task, and uses time and resources effectively.


• Displays good judgment and decision-making skills.


• Effectively collaborates and seeks clarification and confirms accuracy as needed.


• Utilizes teamwork to achieve desired results and contributes to projects while developing positive working relationships.


• Pursues goals with commitment and takes initiative eagerly.


• Demonstrates accuracy, thoroughness, and reliability; manages time and priorities; develops and follows work procedures.


• Evaluates own performance and accepts constructive feedback to continue learning.

Physical and Mental Demands of the Job:

All employees, including those who become disabled, must be able to perform the essential job function listed below, either unaided or with the assistance of a reasonable accommodation. The functions listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. This essential functions document does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

• Talking: The ability to speak clearly and effectively.


• Average Hearing: The ability to hear average conversations and respond accordingly.


• Repetitive Motion: The ability to sit, stand, walk and use hands to handle, feel and reach.


• Finger Dexterity: The ability to use fingers to make small movements such as typing, picking up objects and pinching fingers together.


• Average Visual Abilities: The ability to focus on items clearly, including close vision, color vision and the ability to adjust focus.


• Working Conditions: The ability to work in a well-lit, climate-controlled environment, with a noise level that is occasionally high. There is potential exposure to infectious diseases.


• Physical Strength: The ability to occasionally lift and/or move up to 10 pounds.


• Mathematical Ability: The ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  This is not an exhaustive list of all duties and responsibilities associated with this job. Hunter Health Clinic Inc. reserves the right to amend and change responsibilities to meet business and organizational needs.