Patient Service Representative

Paycom - ATS; Atlanta (GA); On-site; USD 21,000 - 30,000; Full time

Job summary

Paycom - ATS is seeking a Patient Service Representative in Atlanta to manage scheduling for procedures, visits, and ancillary services. You will work remotely in a compliant, HIPAA-conscious environment with access to eCW and MS Office tools. This role requires strong customer service, 2-3 years in similar settings, and a typing speed of 45 wpm.

Bilingual skills preferred; certifications optional. You will handle portal communications, patient information, and coordinate with physicians and

Qualifications

• High School Diploma or GED; CMA preferred.
• 2–3 years in call center, eCW, specialty clinic, or gastroenterology.
• Typing 45 wpm; proficient with healthcare systems and MS Office.
• Bilingual skills preferred but not required; quiet remote workspace required.

Responsibilities

• Answer incoming calls with a high level of patient care and customer service.
• Schedules, reschedules, and manages cancellations and no-shows for visits and procedures.
• Maintains physician schedules and endoscopy block times; schedules per availability.
• Collects and records accurate patient information per AGA Documentation Requirements.
• Coordinates scheduling of procedures in hospital if necessary; ensures endoscopy suites are used.
• Handles requests via Patient Portal or AGA Website.
• Mails/emails information packets to new patients.
• Addresses questions from referring providers about appointments.
• Counsels patients on medical treatments; distributes prep materials when needed.
• Meets productivity standards; responds to emails/voicemails promptly.
• Completes information requests to ensure payment on patient accounts.
• Abides by HIPAA; maintains confidentiality.
• Participates in staff meetings and marketing activities; training as directed.
• Any other duties as assigned.

Skills

Strong customer service

Typing 45 wpm

Call center experience

Bilingual skills (preferred)

Operate healthcare systems

Microsoft Office proficiency

HIPAA knowledge

Education

High School Diploma or GED

Certified Medical Assistant preferred

Tools

eCW (eClinicalWorks)

Microsoft Office

Job description

GENERAL SUMMARY OF DUTIES: Responsible for advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for: procedures, follow-up office visits, and ancillary services. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues.REPORTS TO: Patient Service ManagerRESPONSIBILITIESDuties include but are not limited to:- Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.- Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures- Maintains and updates current information on physicians schedules and endoscopy block time; schedules patients according to physician availability and preference- Collects and records accurate patient information according to the AGA Documentation Requirements- Ensures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessary- Ensures all applicable ancillary services are scheduled at AGA- Handles requests for information or appointment received via the eCW Patient Portal or AGA Website in an efficient and timely manner- Mails/Emails information packets to patients who are new to the practice- Addresses questions regarding patient appointments and requests for information from referring providers- Accurately provides or counsels patients and/ or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary- Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team- Answers emails and voicemails and returns patient calls in a timely and efficient manner- Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts- Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information- Participates in staff meetings as directed by the Patient Service Supervisor or Manager- Participates in marketing activities as directed by the Patient Service Supervisor or Manager- Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager- Any other duties and/or special projects as assignedREQUIRED EDUCATION, SKILLS & EXPERIENCEHigh School Diploma or GED required; Certified Medical Assistant preferred; strong customer service skills and ability to type 45 words a minute are required; 2-3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred; staff member must be computer literate, able to operate healthcare systems and multiple Microsoft Office applications; bilingual skills are strongly preferred, but not required.*Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location.ADDITIONAL SKILLS AND EXPERIENCEPatient Service Representative must be able to:- Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect- Displays a professional outgoing warm and helpful attitude- Possesses compassion for dealing with people who are ill and need help- Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager- Work under pressure; assess, respond, and communicate issues in a timely manner- Communicate clearly with patients and coworkers through the telephone, email, and in-person- Interpret and apply clinical and non-clinical policies and proceduresPHYSICAL/MENTAL/ENVIRONMENTAL DEMANDSRequires sitting and standing associated with a normal office environment; travel within the Metro area required.