Call Center Patient Services Assistant

Greater Baltimore Medical Center (GBMC); Maryland; Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their team as a Patient Service Representative. This role involves managing high volumes of calls, scheduling appointments, and providing exceptional customer service. Candidates should possess strong communication skills and a foundational knowledge of medical terminology. With the potential for remote work after training, this position offers flexibility while ensuring a supportive environment for patient care. Join a team that values respect, excellence, and teamwork, and contribute to a mission focused on delivering outstanding healthcare services.

Qualifications

• 6 months of related experience in a medical setting.
• Ability to perform non-complex arithmetic calculations.

Responsibilities

• Screens high volume calls and schedules patient appointments.
• Performs registration duties and maintains patient charts.
• Codes lab requisitions for proper processing.

Skills

Knowledge of medical terminology

Strong written communication skills

Excellent customer service

Ability to manage multiple tasks

Basic computer skills

Bi-lingual in Spanish or Russian

Education

High School or GED equivalency

Job description

Under limited supervision, answers, and screens high volume calls. Patient appointments, register patient's demographics, telephone, and medication encounters. Once training is complete and an understanding of the job duties has been established, with management approval the position will become remote, with the understanding the remote status can change at anytime with two-week notice.

Education

High School or GED equivalency.

Experience

6 months of related experience

Skills

• Knowledge of medical terminology, CPT and ICD9 codes
• Strong skills in written communication
• Strong work ethic
• Excellent Customer Service and oral communication
• Ability to perform non-complex arithmetic calculations
• Ability to organize and maintain files and records.
• Ability to manage multiple tasks and deadlines
• Basic computer skills
• Bi-lingual in Spanish or Russian preferred

Physical Requirements

• Ability to sit, stand, walk and pay close attention to detail

Working Conditions

• Normal office environment with little exposure to noise, dust, and the like.
• Must have excellent internet and cell connection
• Must have a HIPAA complaint remote workspace

Conditions of Employment

• Ability to work in varies offices for training
• Ability to work on campus for training
• Ability to work on location within an hour when internet service, Citrix, is down.
• Ability to work on location within an hour when equipment is not functioning.

Patient & Workplace Safety:

• Employee has knowledge and understanding of patient and workforce safety as it relates to job duties.

Patient Population:

• Demonstrates competency in the delivery of care and applies the knowledge to meet age-specific needs if applicable.

Principal Duties and Responsibilities

• Receives and screens visitors and telephone calls. Responds to general inquiries by relating or referring to established policies and procedures. Provides customer service to patients by relaying information about the Medical Center and reminds patients of appointments.

• Schedules patient appointments, using a computerized medical system or handwritten schedule.

• Performs (pre) registration duties by obtaining pertinent patient information, maintaining and updating patient charts.

• Codes lab requisitions with necessary patient data for proper processing and charging of lab work.

• Schedules diagnostic tests and therapeutic procedures according to restrictions of HMO's, PPO's, etc. Ensures that patients are notified and receive appropriate information regarding scheduled tests and procedures, if applicable.

• Performs related duties and faxing patient progress notes to referring physicians.

All roles must demonstrate GBMC Values

Respect

I will treat everyone with courtesy. I will foster a healing environment.

• Treats others with fairness, kindness, and respect for personal dignity and privacy

• Listens and responds appropriately to others' needs, feelings, and capabilities

Excellence

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.

• Meets and/or exceeds customer expectations
• Actively pursues learning and self-development
• Pays attention to detail; follows through

Accountability

I will be professional in the way I act, look and speak. I will take ownership to solve problems.

• Sets a positive, professional example for others
• Takes ownership of problems and does what is needed to solve them
• Appropriately plans and utilizes required resources for various job duties
• Reports to work regularly and on time

Teamwork

I will be engaged and collaborative. I will keep people informed.

• Works cooperatively and collaboratively with others for the success of the team
• Addresses and resolves conflict in a positive way
• Seeks out the ideas of others to reach the best solutions
• Acknowledges and celebrates the contribution of others

Ethical Behavior

I will always act with honesty and integrity. I will protect the patient.

• Demonstrates honesty, integrity and good judgment
• Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers

Results

I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals.

• Embraces change and improvement in the work environment
• Continuously seeks to improve the quality of products/services
• Displays flexibility in dealing with new situations or obstacles
• Achieves results on time by focusing on priorities and manages time efficiently

Pay Range

$16.79 - $24.37

Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.

COVID-19 Vaccination

All applicants must be fully vaccinated against Covid-19 or obtain a GBMC approved medical or religious exemption prior to starting employment at GBMC Healthcare, to include Gilchrist and GBMC Health Partners.

Equal Employment Opportunity

GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.