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Call Center Patient Service Representative

Company: Healthcare Network
Location: Immokalee
Posted on: May 3, 2021

Job Description:

Healthcare Network (HCN) is seeking a full service Call Center Patient Service Representative to join our growing team. HCN is a Federally Qualified Health Center located in Collier County on the beautiful Gulf Coast of Florida. HCN has been providing primary care to underserved patients for 40 years. This position will be based at our Immokalee headquarters campus, but may be required to routinely travel to our Naples offices.

We provide comprehensive, integrated primary care to more than 50,000 patients at 21 clinic sites throughout the county with more than 75 practitioners. Services include pediatrics, family and internal medicine, an HIV/AIDS treatment program, geriatrics, women's care, dental, and integrated behavioral health. We are accredited by the Association for Accreditation of Ambulatory Care (AAAHC) and are certified by AAAHC as a medical and dental home.

The Human Resource Manager performs administrative and managerial work in planning and directing the activities of private, not-for-profit health care provider's Human Resources Department in a rural area in Collier County, Florida. The employee is responsible for provider recruitment, planning, implementing, and directing the day-to-day operation of a department that includes the major functions of recruitment, testing, compensation, classification, equal employment opportunity, employee benefits, and administration, employee development, employee relations, labor relations, and occupational safety and worker's compensation. The employee also is responsible on partnering with V.P. of Human Resources in continuous quality improvement of Human Resources programs and activities. Work involves the application of professional knowledge and personal judgment to a variety of technical personnel and managerial problems and issues. The employee is expected to exercise considerable initiative and judgment in carrying out assigned duties.

Job Summary

Position requires medical/dental office knowledge and the ability to input data accurately into computer system. Must be detail oriented with good interpersonal and customer service skills. Assists/directs patients with questions and inquiries. Works under the daily supervision of the office manager.

Responsibilities and Standards

  • Obtains current patient information from established and new patients.

o Accurately enters/updates patient information in practice management system.

o Identifies payer source, verifies insurance eligibility, financial status and assigns correct pay type.

  • Accurately pre-screens medical/dental records.

o Verifies insurance eligibility and obtains authorizations for dates of service.

o Reviews Practice Management System for needed updated demographics and consent forms.

  • Schedules appointments.

o Identifies patients by date of birth and name in computer system.

o Creates new account if patient not in the system.

o Schedules and re-schedules appointments as needed.

o Calls No Show appointments to reschedule, makes appropriate notations in Electronic Health Record and Practice Management System.

  • Routinely demonstrates superior customer service skills.

o Answers telephone in a timely and polite manner, preferably within three rings.

o Communicates with customers in a courteous, professional, cooperative and mature manner.

o Recognizes and responds appropriately to violent/abusive situations, bomb threats, fire and emergency situations.

o Accurately takes messages and conveys information to recipient.

o Transfers call to physicians and nurses when medically indicated.

  • Protects/observes patient confidentiality per policies and procedures.

Job Specifications

  • Efforts are generally responsive to work flow, must be able to work independently and prioritize work on a daily or weekly basis, subject to occasional reprioritization by others
  • Impact of work performance could result in a noticeable impact in the organization and may involve management attention.
  • May be required to perform the duties of other employees, including supervisors/managers, in their absence.
  • May be required to perform duties and responsibilities not listed in this description, on a temporary or long-term basis.


Education/Training Level:

o High School Diploma or equivalent

o Medical Office experience preferred

Licenses and Certifications: None

Communication Skills:

    • Bilingual preferred
    • Ability to effectively interact with physicians, patients and other staff members.
    • Translation for patient and provider necessary.

Technology Skills:

o Demonstrates knowledge of proper, safe, efficient usage of current office equipment/software.

Job Posted by ApplicantPro

Keywords: Healthcare Network, Cape Coral , Call Center Patient Service Representative, Other , Immokalee, Florida

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