Patient Services Representative

Summary of Job

A Patient Services Representative’s goal is to assist the patients of Revenue Cycle clients in understanding and settling their patient balances.  

Essential Duties and Responsibilities

• Professionalism 
o Follows all company policies as defined by eMDs leadership and the HR department.
o Follows the direction, guidance, processes, and policies as defined by management and eMDs leadership.
o Follows all Revenue Cycle Services written policies correctly the first-time and every time.
o Responds to all customer requests for assistance in a timely manner.

• Attitude
o Responds to all customer and leadership requests in a professional, courteous, and respectful manner. 
o Maintains a positive “can-do” attitude that fosters a positive team environment.
o Proactively learns new things that increase personal skills and customer issue resolution.

• Communication
o Consults directly with customers via phone.
o Listens attentively to leadership, team and customers to gain a comprehensive understanding of issue/request.
o Clearly communicates (verbal and written) in a professional, courteous, and respectful manner.
o Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset.

• Product, Process and System Knowledge
o Learns core revenue cycle processes in order to effectively communicate with customers.
o Learns all applicable eMDs software systems and can navigate between them efficiently.
o Learns how and when to escalate issues and follows established process.

• All other duties as required

Qualifications 

• Minimum of one year combined health care or phone-based customer service experience. 
• Ability to thrive in a high call volume environment.
• Ability to manage multiple projects at the same time in a fast-paced environment.
• Strong customer facing communication skills (verbal and written). Must communicate in a professional, courteous, and respectful manner.
• Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, SharePoint).
• Must be available between the hours of 7AM – 7PM CST.
• Strong focus on customer service and team work.

ADDITIONAL SKILLS DESIRED (but not required)
• Knowledge of medical terminology.
• Knowledge of medical billing or insurance.

Language Skills

Employee is required to speak, read and write English and be conversationally fluent in Spanish.

Physical Demands / Work Environment

All employees must be able to lift 50lbs