Patient Service Representative - Call Center - Hicksville, Long Island, New York, HYBRID, Full [...]

Mount Sinai Health System; Town of Huntington (NY); Hybrid; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking healthcare system as a Patient Service Representative, where you will be the vital first point of contact for patients. In this hybrid role, you will provide exceptional administrative support, ensuring smooth operations within the access center. Your responsibilities will include managing patient interactions, scheduling appointments, and maintaining accurate medical records. This position offers a unique opportunity to contribute to patient care in a dynamic environment that values diversity and inclusion. If you are passionate about delivering quality service and want to make a difference in the healthcare field, this role is perfect for you.

Qualifications

• 0-2 years experience in a physician practice or hospital setting.
• Intermediate skills in MS Office and familiarity with EHR systems.

Responsibilities

• Provide front line contact and administrative support for patients.
• Ensure patient flow and assist with appointment scheduling.

Skills

Customer Service Skills

Verbal Communication

Listening Skills

Organizational Skills

Independence

Education

High School Diploma or GED

Some College

Tools

MS Office Suite

Epic

IDX

Job description

Patient Service Representative - Call Center - Hicksville, Long Island, New York, HYBRID, Full Time, DAYS, Offsite

Description

The Offsite Patient Service Representative provides front line contact as a patient liaison within the access center, check-in/check-out, appointment scheduler, triage, prior authorizations and referrals and neighborhood administrative and physician support. The Patient Service Representative possesses a commitment to excellence in the development of knowledge, skills, and quality patient-focused service.

Responsibilities

• Provides front line contact for the department/neighborhood by answering telephones, directing and responding to callers, relaying messages to appropriate recipients and greeting patients and visitors with the highest level of customer service.
• Provides clerical and administrative support to physicians and is a liaison between departments.
• Helps direct patients to appropriate setting and facilitates patient flow.
• May schedule appointments for a multi-specialty group, and have a working knowledge of providers, understanding systems, processes, and services rendered.
• Ensures patients are prepared for their appointment by informing the caller of items to bring to their appointment and of the appropriate practice policies.
• Possesses an understanding of when to escalate calls to a supervisor.
• Answers the telephone promptly and in a polite and professional manner to meet Mount Sinai Hospital and Mount Sinai Doctors Long Island customer service standard of excellence.
• May check patients in or out, collect co-pays, scan insurance cards and ensure other required documents are reviewed and signed.
• May schedule radiology testing/procedures in EIDX, EPIC and RIS according to department guidelines.
• May schedule and confirm testing, surgeries and procedures according to department guidelines.
• Ensures all documents are appropriately documented and maintained in the electronic medical record; scanning op reports, test results, home care and any other forms.
• May schedule and maintain calendar for meetings and/or appointments.
• May instruct patients and assist them in navigating MyChart.
• May acquire insurance pre-authorization/referrals from managed care plans for all required services, admissions, procedures, diagnostic tests and medications.
• Notifies Administrator, Director of Revenue Cycle, Practice Manager or Supervisor of any particular insurance issues or updates.
• May provide coverage for other staff as assigned during PTO or leaves of absence.
• May enter telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text.
• May enter auto faxes received from Pharmacies for medication requests via telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text.
• May open, sort and prioritize mail. Coordinates pickup and delivery of packages, orders and other materials as required.
• Demonstrates the ability to meet quality assurance requirements and other qualitative / quantitative key performance metrics.
• Performs other duties as assigned.

Qualifications

Requirements:

Education Requirements
HS/GED required; some college preferred.

Experience Requirements
0-2 years experience in a physician practice or hospital setting providing administrative support functions, with comfort level in patient interaction and having an understanding of maintaining patient confidentiality.

Computer Skills
MS Office Suite: Intermediate
Other: Epic and IDX or other EHR.

General Skills And Competencies

• Able to work independently.
• Must have excellent customer service skills.
• Able to work well with patients, visitors, physicians and colleagues.
• Must have excellent verbal communication & listening skills.
• Knowledge of managed care plan requirements.
• Ability to organize and prioritize and work with a team.
• High level of accountability and responsibility.
• Able to maintain confidentiality and deal with sensitive information.

Employer Description
Strength Through Diversity
The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together.

At Mount Sinai, our leaders strive to learn, empower others, and embrace change to further advance equity and improve the well-being of staff, patients, and the organization. We expect our leaders to embrace anti-racism, create a collaborative and respectful environment, and constructively disrupt the status quo to improve the system and enhance care for our patients. We work hard to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to advance professionally.

Compensation
The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $16.5 - $27 Hourly. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.