Patient Support Coordinator

InnovaCare Health Inc.; United States; On-site; USD 32,000 - 54,000; Full time

Job summary

InnovaCare Health Inc. in the United States is seeking a patient services representative to handle high-volume calls and assist patients with scheduling, billing, and information requests. You will document conversations in the electronic health record, verify insurance, and follow call scripts while delivering excellent customer service.

Bilingual English/Spanish is required. The role requires strong communication, organizational skills, and the ability to manage competing priorities in a busy

Qualifications

• One year telemarketing, call center, or sales experience.
• One year experience in a medical setting.
• High school diploma or GED equivalent.
• Excellent customer service phone skills.
• Effective written and oral communication skills.
• Teamwork orientation.
• Organized and ability to manage competing priorities.
• Knowledge of medical terminology.
• Expert in computer literacy in electronic health record.
• Ability to navigate between multiple computer programs/screens while assisting patients on the phone.
• Basic mathematical skills.
• Ability to react calmly and effectively in emergency situations.
• Safe work practices in a clinic setting.
• Able to follow through with delegated tasks.

Responsibilities

• Demonstrates a positive attitude and builds relationships with team, patients, and guests.
• Achieves 90% target for inbound and outbound calls.
• Schedules patients as trained per Best Practice Scheduling guidelines.
• Documents conversations in the electronic medical record.
• Verifies insurance on patients when appropriate.
• Confirms updates to patient demographics at each visit.
• Maintains patient confidentiality and privacy.
• Follows Code of Conduct, OSHA, and HIPAA guidelines.
• Manages large call volumes in a timely manner.
• Follows communication scripts for various topics.
• Identifies and resolves issues using active listening and problem-solving.
• Understands disposition codes.
• Performs additional duties as assigned.

Skills

Bilingual English/Spanish

Excellent customer service

Effective written and oral comms

Teamwork orientation

Organized and prioritization

Problem solving

Education

High school diploma or GED

Tools

EHR literacy

Multi-system navigation

Job description

Essential Job Functions

• Demonstrates a positive attitude and creates good relationships with team, patients, and guests.
• Achieves 90% target for inbound and outbound calls.
• Schedules patients as trained per Best Practice Scheduling guidelines.
• Accurately documents conversations in patients’ electronic medical record.
• Verifies appropriate insurance(s) on patients, when appropriate.
• Confirms updates regarding patient demographic information during each visit: Name, DOB, Phone Number, Insurance.
• Respects and always maintains privacy and dignity of patients’ information to assure client confidentiality.
• Understands and follows the Code of Conduct, OSHA, and HIPAA guidelines.
• Meets the performance and skill metrics of the position, which are subject to change.
• Manages large amounts of calls in a timely manner.
• Follows communication ‘scripts’ when handling various topics.
• Identifies and resolves issues by using active listening and problem-solving skills.
• Understands disposition codes.
• Performs all other duties as assigned.

Minimum Required Education, Experience & Skills

• One year telemarketing, call center, or sales experience
• One year experience in a medical setting
• Bilingual in English/Spanish required.
• High school diploma or GED equivalent.
• Excellent customer service phone skills
• Effective written and oral communication skills
• Teamwork orientation.
• Organized and ability to manage competing priorities.
• Knowledge of medical terminology.
• Expert in computer literacy in electronic health record.
• Ability to navigate between multiple computer programs/screens while assisting patients on the phone.
• Basic mathematical skills.
• Ability to react calmly and effectively in emergency situations required.
• Safe work practices in a clinic setting.
• Able to follow through with delegated tasks.

Preferred Education, Experience & Skills

• At least 3 years in a medical/call center related customer service role.

Physical & Mental Requirements

• (check all that apply) Required immunizations and vaccinations.
• Ability to lift to 50 pounds.
• Ability to push or pull heavy objects using up to 100 pounds of force.
• Ability to stand or sit for extended periods of time.
• Ability to use fine motor skills to operate equipment and/or machinery.
• Ability to properly drive and operate a vehicle.
• Ability to receive and comprehend instructions verbally and/or in writing.
• Ability to use logical reasoning for simple and complex problem solving.
• Occasionally requires exposure to communicable diseases or bodily fluids.
• Occasionally travel for clinic activities may be required (ex. InnovaCare meetings or training).

Innovacare participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

The foundation for InnovaCare was laid in 1998 when President and CEO Richard Shinto, M.D., founded North American Medical Management (NAMM) in California. Since then, InnovaCare Health has continuously evolved and innovated to remain at the forefront of healthcare and deliver cutting-edge solutions to our physicians and team members, patients, and their families. Across InnovaCare, we are united by a shared mission, vision, and values. Our growing company strives to make every member of our diverse team feel fulfilled and valued through their work. Our mission is to transform the lives of the people we serve through compassionate, high-quality care, innovative solutions, and trusted partnerships as we vision a new definition of the standard of excellence in healthcare. Today, InnovaCare operates more than 30 clinics and is recognized as a leader in transforming care delivery. Our approach combines physician-led care models with cutting-edge technology and a focus on personalized, coordinated care to empower providers to succeed in some of healthcare's most challenging environments.