Job Summary:

The Patient Services Specialist II provides support to the departmental call center that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic or interventional radiology services, physician referral/appointments, and general information for the Department of Radiology. The Patient Services Specialist II is part of a team that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of Service-Oriented, Trust, Empathy, Safety, Inclusion, and Commitment.

Multi-site coverage in the Westchester area may be needed.

Job Responsibilities:

• Schedule appointment requests for diagnostic or interventional radiology services and indicate special needs (e.g., special accommodation, interpreter, etc.).
• Communicate insurance participation, financial responsibility (if applicable), and time of service policy to patient population.
• Obtain patients’ insurance and demographic information and ensure all obtained information is registered in Epic.
• Perform real-time insurance verification and interpret responses. Inform patients of insurance requirements for services provided. Escalate cases for resolution as appropriate.
• General faxing, filing, and mail sorting.
• Contribute to the team by providing support and back-up coverage as needed and directed by Supervisor and/or Manager.
• Work on escalated cases with higher complexity as assigned.
• Help to mentor other Specialists to resolve complex issues/cases. Escalate such cases to Supervisor for resolution. Ensure remedy is executed.
• Mentor assigned Patient Service Specialists.
• Provide suggestions and recommendations to improve workflow, communication, and overall protocols to better serve the needs of the patients and department.
• Perform other related duties as assigned.

Job Qualifications:

• High School Diploma or GED equivalent required.
• Minimum of 3 years of relevant experience, including proficiency in medical terminology and prior medical practice experience required.
• For IR track, surgical or invasive subspecialty experience is required.
• Excellent customer service skills and the ability to maintain a pleasant and helpful demeanor through all situations, including the ability to maintain professional demeanor under pressure due to the high volume and urgent nature of calls.
• Excellent skills in problem assessment, using good judgment, and collaborative problem solving in complex and interdisciplinary settings.
• Excellent verbal and written communication skills, including interpersonal skills. Ability to communicate in a clear and concise manner to ensure understanding of information by patients and customers.
• Strong proficiency with Microsoft Office (Word and Excel) or similar software is required, and an ability and willingness to learn new systems and programs.
• Associate degree or higher preferred.
• Prior high volume customer service experience in a call center environment preferred.
• Bilingual (English/Spanish) a plus.

Hourly Rate Ranges: $26.81 - $32.82

Note: Our salary offers will fall within these ranges based on a variety of factors, including but not limited to experience, skill set, training and education.

61st Street Service Corporation

At 61st Street Service Corporation we are committed to providing our client with excellent customer service while maintaining a productive environment for all employees. The Service Corporation offers a competitive comprehensive Benefit package to eligible employees; including Healthcare and various other benefits including Paid Time off to promote a healthy lifestyle.

We are an equal employment opportunity employer and we adhere to all requirements of all applicable federal, state, and local civil rights laws.