Patient Services Support Representative

Laboratory Sciences of Arizona; Phoenix (AZ); On-site; USD 38,000 - 52,000; Full time

Job summary

Laboratory Sciences of Arizona is seeking a Call Center/Phlebotomy support role to assist patients with portal login, password resets, and account creation. The position requires an organized, customer-focused professional who can handle high volumes of calls and messages while maintaining HIPAA privacy.

You will use TimeTrade, i-Ology, Quanum, and imaging systems to enter data, schedule appointments, and route issues.

Qualifications

• One year of customer service experience on a phone system.
• Strong organizational and communication skills.
• Ability to multitask and work independently.
• Proficiency in Microsoft Office suite.
• Experience handling HIPAA privacy and patient data.

Responsibilities

• Assist patients with portal issues via calls, emails, and voicemails.
• Enter patient demographics and requested tests for scheduling and billing.
• Process incoming faxes and manage data entry into imaging/Freedom systems.
• Provide support for appointment scheduling applications and escalate as needed.

Skills

Customer service

Phone support

Data entry

Microsoft Office

HIPAA/privacy

Education

High School Diploma or equivalent

Tools

TimeTrade

i-Ology

Quanum

Freedom Imaging System

Virtual File Cabinet

Job description

Primary City/State:Phoenix, ArizonaDepartment Name:Call Center SQL-Ref LabWork Shift:DayJob Category:PhlebotomyPOSITION SUMMARYThis position is responsible for assisting patients with troubleshooting/navigation portal support, i.e. login, password reset, creating account. This position requires an organized, self-motivated, process driven professional who is an effective communicator with expertise in delivering exceptional patient customer service. This position is able to proficiently handle responding to voice mails, emails and high volume of inbound/outbound patient/client calls regarding sensitive HIPAA information.Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.CORE FUNCTIONS1. Communicates courteously and professionally both verbally and in writing with internal and external customers regarding Patient Portal issues, available laboratory testing & missing patient information. Interacts with co-workers with an emphasis on teamwork and a focus on customer service. All employees must be able to work all areas/departments/shifts as assigned. Attends meetings and remains current with internal/external communications, i.e. e-mail, newsletters, etc. Increased knowledge of laboratory terminology.2. Enters patient information to schedule appointments using TimeTrade and i-Ology software. Gathers information and modifies records as needed to maintain current database. Enters and verifies patient demographics, physician data, tests requested, appropriate clinical information and all other pertinent data found on requisitions as required for processing and billing into Quanum. Break and index all incoming faxed orders using the Virtual File Cabinet in the Freedom Imaging System.3. Completes documents legibly while focusing on quality by assuring all work performed is accurate and complete per site protocol. Follows established methods, practices and maintains familiarity with departmental procedures. Uses appropriate documentation to record communications. Meets departmental standards for productivity and quality as currently defined.4. Uses company resources to resolve service related issues such as login issues, tests-in-question, provide support for all Appointment Scheduling Applications and PSC location information. When necessary escalates issues to a higher authority. Provides administrative support to Patient Services Administration.5. Participates in self- directed work teams to present thoughts and ideas that support the achievement of department metrics and the Company Roadmap. Completes special projects as assigned. Acknowledges and understands the importance of ‘Patient Rights’ and privacy (HIPAA).MINIMUM QUALIFICATIONSHigh School Diploma or equivalent education.One (1) year of experience in customer service using a phone system.Must possess excellent organizational, interpersonal and communication skills.Must be able to function independently and requires the ability to multitask.Accurate and efficient keyboarding skills and ability to work with multiple programs with multiple screens.Intermediate to advanced knowledge and ability to work effectively with common office software including but not limited to Microsoft Office is required.PREFERRED QUALIFICATIONSCustomer service in a laboratory/diagnostic/health care industry.Additional related education and/or experience.EEO Statement:EEO/Disabled/VeteransOur organization supports a drug-free work environment.Privacy Policy:Privacy Policy