AT Patient Rescheduling Rep

RadNet; Frederick (MD); On-site; USD 25,000 - 29,000; Full time

Job summary

RadNet is seeking a Patient Rescheduling Representative to support the Authorization Team, handling all rescheduling and cancellation calls and inquiries with superior patient service.

This role requires excellent communication, empathy, and the ability to de-escalate situations. Proficiency with Word, Excel, Outlook, and webchat is expected, along with a commitment to accurate information and patient experience.

Qualifications

• High School Diploma or equivalent required.
• Bachelor’s degree in business, healthcare, or a related field preferred.
• Experience in phone or customer experience/support role is preferred.
• Experience working on authorizations or in radiology preferred.
• Strong interpersonal skills and ability to handle calls in English.

Responsibilities

• Monitor rescheduling worklist and contact patients within designated timeframes.
• Take ownership of accounts, perform necessary follow-ups and reschedules.
• Follow rescheduling instructions and relay information to patients clearly.
• Resolve inquiries and escalate when needed.
• Investigate scheduling updates due to exam changes and reschedule accordingly.
• De-escalate challenging situations with little guidance.
• Deliver superior customer service with empathy and patience.

Skills

Customer service

Phone support

Communication skills

English fluency

Radiology familiarity

Education

High School Diploma

Bachelor's degree preferred

Tools

Word

Excel

Outlook

Webchat

Job description

Responsibilities

Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward . With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNet’s success is its people with the commitment to a better healthcare experience. When you join RadNet as our Patient Rescheduling Representative, you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21 st century and align all stakeholders- patients, providers, payors, and regulators achieve the best clinical outcomes.

Job Summary

The Patient Rescheduling Representative plays a crucial role in the patient communication process for the Authorization Team. The representative will serve as the liaison between our patients and the Authorization Team, handling all rescheduling/cancellation calls to our patients, as well as receiving incoming patient rescheduling inquiries. This role will require superior customer service skills, and the ability to navigate and de-escalate challenging situations. The Patient Rescheduling Representative will be an effective communicator, providing accurate information to our patients and successfully answering their inquiries. The Patient Rescheduling Representative is part of a dynamic team that delivers an exceptional patient experience through superior customer service, empathy, and patience.

You Will

• Monitor assigned rescheduling worklist and ensure patient contact within designated rescheduling time frame, utilizing all tools and required methods of communication.
• Take ownership of assigned accounts, perform necessary rescheduling follow-up, and understand when the account has been worked to its furthest extent.
• Review and follow rescheduling/cancellation instructions and authorization timelines, confidently relaying pertinent information to our patients, offering self-pay options and following cancellation protocols.
• Ensure all incoming patient inquiries are solved for and determine when escalation is needed.
• Investigate accounts requiring scheduling updates due to exam changes and appropriately reschedule appointments.
• Ability to de-escalate challenging rescheduling situations with little to no guidance.
• Demonstrate superior customer-service skills, empathy, and patience while adhering to rescheduling/cancellation protocols.

If You Are

• High School Diploma or equivalent required.
• Bachelor’s degree in business, healthcare, or a related field preferred.
• Previous experience in a phone and/or customer experience/support role preferred.
• Previous experience working on authorizations or in radiology preferred.
• Strong interpersonal skills.
• Ability to handle inbound and outbound phone calls in the English language fluently.
• Knowledge and ability to navigate office equipment (such as computer) and understand computer applications such as Word, Excel, Outlook and webchat.
• Ability to scan and label documentation into a patient’s chart.

Ideal Candidate Will Possess

• Maintain departmental Quality Index (QI) and productivity standards.
• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
• Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
• but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.

Pay Range: $18.21 - $20.29 per hour