Patient Services Support Representative

Banner Health; Phoenix, Northern (AZ, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Sonora Quest Laboratories Corporate in Phoenix, AZ seeks a Patient Services Support Representative to assist patients with portal issues, scheduling and communications. The role requires handling calls, emails, and HIPAA-compliant inquiries with attention to accuracy and privacy.

Responsibilities include entering and verifying patient data across TimeTrade, i-Ology and Quanum, supporting multiple departments, and contributing to team targets while maintaining high service levels.

Qualifications

• High School Diploma or equivalent
• 1 year of customer service experience using a phone system
• Excellent organizational, interpersonal and communication skills
• Ability to multitask and work independently
• Proficiency with Microsoft Office and multiple programs with several screens

Responsibilities

• Assist patients with portal issues, scheduling and inquiries via calls, emails and voicemails.
• Enter patient information to schedule appointments and maintain records in TimeTrade, i-Ology, Quanum.
• Ensure data accuracy and HIPAA privacy in all processes and communications.
• Provide administrative support to Patient Services Administration and escalate issues when needed.

Skills

Customer service

Organizational skills

Communication skills

Multitasking

Education

High School Diploma

Tools

Microsoft Office

Job description

## Patient Services Support RepresentativeApply: Sonora Quest Laboratories Corporate (424 S 56th St): Full time: Posted Yesterday: R4454165**Primary City/State:**Phoenix, Arizona**Department Name:**Call Center SQL-Ref Lab**Work Shift:**Day**Job Category:**Phlebotomy**POSITION SUMMARY**This 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 FUNCTIONS**1. 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 QUALIFICATIONS*** High 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 QUALIFICATIONS*** Customer service in a laboratory/diagnostic/health care industry.* Additional related education and/or experience.