Patient Services Agent

Spectrum Health; Dublin; Híbrido; EUR 26.000 - 38.000; Jornada completa

Descripción de la vacante

Spectrum Health Ireland is seeking a Patient Support Agent to empower and assist patients in accessing vital services across our clinics and online virtual service. The role includes greeting patients, scheduling appointments, handling billing inquiries, and coordinating with clinicians and case managers to ensure smooth patient flow.

The position requires flexibility across clinics in Drumcondra, Temple Bar, and Rathmines, with a mix of clinic-based and hybrid home-working options.

Formación

• Experience in customer service is preferred.
• Strong communication and interpersonal skills.
• Proficiency with computerised scheduling, billing and EMR systems.
• Ability to work independently as well as part of a team in a fast-paced environment.

Responsabilidades

• Handle complex queries via email or phone.
• Fulfilment of customer bookings, payments, rescheduling and cancellations for doctor and allied health consultations.
• Greet patients and visitors in clinics and assist with inquiries, appointment scheduling and registration.
• Collect and verify patient demographic and insurance information during registration and update records.
• Verify patient insurance coverage and obtain pre-authorisations as needed.
• Assist patients with billing inquiries, explain charges and process payments.
• Provide appointment reminders, follow-up instructions and treatment plans via case management system.

Conocimientos

Customer service

Communication

Organisation

IT systems

Independent work

Teamwork

Descripción del empleo

Who are we?

Spectrum Health are one of Ireland’s largest Primary Care and Allied Healthcare providers, operating both a nationwide network of clinics and an online Virtual Service. We provide Doctor, Nursing, Physiotherapy, Podiatry, Dietetics, and Ergonomic services to our patients, on a private, corporate or insurance cover basis.

Who are we looking for?

The Patient Support Agent is a important key role in Spectrum Health. Their core responsibility is to empower and assist our patients in accessing the vital services they require. You will be joining a strong and supportive team, with a true passion for the work that they do! Detailed below are the expectations of the role. This is not an exhaustive list and is subject to change as demands on the company change.

Hours and location:

This role will be based in our clinics in either Drumcondra/ Temple Bar / Rathmines. There may be some opportunity to work from home on a hybrid basis also. This role requires flexibility from Monday - Sunday, with a minimum of 20 hours per week. Shifts can be between 8am and 10pm.

What qualifications & experience do I need?

• Previous experience in a customer service role preferred.
• Strong communication and interpersonal skills, with the ability to interact effectively with patients, clinicians and third parties.
• Excellent organisational and multitasking abilities, with attention to detail and accuracy.
• Proficiency in using computerised systems for scheduling, billing, and electronic medical records.
• Ability to work independently as well as part of a team in a fast-paced environment

What are my responsibilities?

• Handle complex queries received via email or phone.
• Fulfilment of customer bookings, payments, rescheduling and cancellations for both Doctor and Allied Health consultations.
• Working in our clinics supporting our clinicians, greeting patients and visitors in a friendly and professional manner, providing assistance with inquiries, appointment scheduling and the general registration process.
• Collect and verify patient demographic and insurance information during the registration process and update electronic medical records accordingly.
• Verify patient insurance coverage, obtain pre-authorisations as needed, and assist patients with understanding their insurance benefits and coverage options.
• Assist patients with billing inquiries, explain charges and payment options, process payments, and coordinate financial arrangements as necessary.
• Follow instructions from case managers and communicate with patients via phone, email, or in person (in clinic) to provide appointment reminders, follow-up instructions, treatment plans, test results, and other relevant information using the case management system to record results. Some case management services may also be required.
• Provide general administrative support as and when required to our clinicians keeping our patient management system updated at all times.
• Coordinate referrals to clinicians and communicate referral details to patients.
• Participate in quality improvement initiatives and contribute ideas for enhancing patient services, workflow efficiency, and overall patient satisfaction ensuring strict compliance with the Spectrum Health ISO9001 Quality Management System.
• Support the Service Delivery team to ensure that we have cover in place and any changes in schedules for Allied Health practitioners, Doctors and Drivers are fulfilled, including communicating with all relevant persons affected by any changes.
• Manage walk-in s, DNAs, late arrivals, reschedules as they arise