Patient Service Team Lead

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

📋 Description

• Schedule, reschedule, and oversee cancellations and no-shows for patient visits and procedures.

• Maintain and update physician schedules along with endoscopy block times.

• Monitor scheduling queues to ensure adequate coverage, minimal wait/hold times, and optimal customer service.

• Respond to incoming calls, emails, and voicemails, and return calls to patients.

• Collect and accurately record patient information in accordance with AGA documentation standards.

• Arrange procedures in AGA endoscopy suites and hospitals as necessary.

• Schedule relevant ancillary services.

• Send out information packets and distribute or mail patient preparation materials.

• Manage requests through the Greenway Patient Portal and AGA e-schedule website.

• Address appointment inquiries and information requests from referring providers.

• Provide patients and their families with details regarding medical treatments or procedures.

• Achieve quality and productivity benchmarks.

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

• Promote HIPAA compliance and uphold confidentiality.

• Train and retrain staff at the Patient Service Center.

• Monitor staff productivity and calls to ensure quality assurance, policy compliance, and effective training.

• Conduct or participate in customer service training sessions.

• Lead or take part in team meetings to communicate policy and procedural updates.

• Perform additional duties and special projects as assigned.

⛳️ Requirements

• High School Diploma or GED is required.

• Certification as a Medical Assistant is preferred.

• Exceptional customer service skills are essential.

• 2-3 years of experience in a specialty clinic is required.

• Experience in gastroenterology is preferred.

• Bilingual capabilities are preferred but not mandatory.

• Proficiency in computer systems is necessary.

• Ability to operate healthcare systems and various Microsoft Office applications.

• Capable of interacting courteously and respectfully with patients, visitors, coworkers, and physicians.

• Must have a professional, friendly, warm, and helpful demeanor.

• Compassionate approach when assisting ill individuals who require help.

• Ability to plan, prioritize, and manage multiple tasks effectively.

• Capacity to work under pressure and communicate issues promptly.

• Clear communication with patients and coworkers via telephone, email, and in-person interactions.

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

• Ability to sit and stand in a standard office environment.

🏝️ Benefits

• Full-time employment.

• Fully remote work arrangement.

• Travel within the Metro area as needed.