Patient Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Execute advanced scheduling for patient procedures, follow-up appointments, and ancillary services.

• Handle incoming calls while ensuring high-quality patient care and customer service.

• Schedule, reschedule, and manage patient cancellations and no-shows.

• Maintain physician schedules and oversee endoscopy block time.

• Accurately collect and document patient information in accordance with AGA Documentation Requirements.

• Arrange procedures in AGA endoscopy suites or hospitals as needed.

• Coordinate applicable ancillary services.

• Manage requests submitted through the eCW Patient Portal or AGA Website.

• Send information packets to new patients via mail or email.

• Address appointment inquiries and information requests from referring providers.

• Provide guidance and information about medical treatments or procedures.

• Distribute or mail patient preparation materials when necessary.

• Achieve quality and productivity benchmarks.

• Respond to emails and voicemails, and return patient calls promptly.

• Fulfill information requests from AGA staff to assist with patient account payments.

• Ensure HIPAA compliance and maintain strict confidentiality of patient information.

• Take part in staff meetings, marketing initiatives, and customer service training sessions.

• Undertake additional duties and special projects as assigned.

• Report directly to the Patient Service Manager.

⛳️ Requirements

• High School Diploma or GED is required.

• Certification as a Medical Assistant is preferred.

• Excellent customer service skills are essential.

• Ability to type at least 45 words per minute.

• Preferably 2-3 years of experience in call center operations, eCW, specialty clinics, and/or gastroenterology.

• Proficient computer skills are necessary.

• Capability to operate healthcare systems and utilize multiple Microsoft Office applications.

• Bilingual skills are highly preferred, though not mandatory.

• A quiet workspace with adequate internet bandwidth for remote work is required.

• Ability to interact courteously and respectfully with patients, visitors, colleagues, and physicians.

• Compassion for individuals who are ill and in need of assistance.

• Skills in planning, prioritizing, and completing various tasks.

• Capability to work under pressure and communicate issues promptly.

• Strong communication skills by telephone, email, and face-to-face.

• Ability to interpret and apply both clinical and non-clinical policies and procedures.

🏝️ Benefits

• Full-time employment opportunity.

• Remote work arrangement available.

• Continuous customer service training provided.

• Travel within the Metro area as required for business purposes.