Job Summary:

The Patient Services Specialist III provides support to the department-wide call center that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic and/or interventional radiology services, physician referral/appointments, and general information for the Department of Radiology.

This is a lead role that is responsible for supporting, guiding and mentoring Patient Services Specialists to ensure quality assurance of all scheduling. The Patient Services Specialist III is part of a team that delivers an exceptional patient experience through excellent customer service, empathy and patience.

Job Responsibilities:

• Schedule appointment requests for diagnostic or interventional radiology services. Utilize existing tools to facilitate securing the right appointment with the right medical provider or team. Indicate special needs (e.g., special accommodation, interpreter, etc.).
• Communicate insurance participation, financial responsibility (if applicable), and time of service policy to patient population.
• Ensure that patients understand the arrival and check-in process, pre-appointment instructions and patient safety precautions, and other relevant information. Email specialty patient forms if needed.
• Obtain patients’ insurance and demographic information and ensure all obtained information is registered in Epic with 100% completeness and accuracy. Accurately complete required tasks and fields in pre-registration.
• Resolve escalated insurance-related cases. Escalate issues for resolution when appropriate. Conduct investigations, collect related information, and document issues. Track and follow through for complete resolution. Make recommendation to update/revise procedure or workflow as needed.
• Escalate issues/cases to Supervisor/Manager for resolution.
• Foster a teamwork approach. Facilitate team discussions about complex patient scheduling needs. Help identify solutions and take ownership for resolving scheduling conflicts. Communicate with management team and care providers to resolve scheduling issues. Collaborate with all coworkers and follow up as appropriate regarding reported complaints, problems, and concerns.
• Take ownership for resolving scheduling conflicts and communicate with management team and care providers to resolve scheduling issues.
• Collaborate with all coworkers and follows up as appropriate regarding reported complaints, problems, and concerns.
• Collect pre-registration information to address outstanding Epic work queue accounts.
• Perform outbound calls to perform Epic referral scheduling.
• For the purposes of cross-coverage, may perform duties in the Authorization area.
• Perform other related duties as assigned.

Lead Duties:

• Help mentor other Specialists to resolve complex issues/cases. Escalate such cases to Supervisor for resolution. Ensure remedy is executed in a successful manner.
• Coordinate lunch schedules to ensure coverage.
• Prepare agenda items for specialty pod huddles. Work with supervisor to develop agenda. Ensure that all issues are covered and cascaded.
• Train assigned new and established Patient Service Specialists on demographic and insurance registration in accordance with established guidelines and physician protocols.
• Train new and established Patient Service Specialists on scheduling protocols. Coach Specialists on telephone skills and demonstrate professional standards through personal example and leadership.
• Help identify Specialists who may need additional coaching or training. Make recommendations to Manager on ways to improve training and knowledge sharing.
• Assist with the day-to-day activities relating to process problems/changes, inter-department communication, receiving feedback, and adjusting workflow.
• Identify opportunities to improve processes to support ever-changing requirements in healthcare, ensuring that the unit is adequately supporting organizational needs. Make recommendations to management.
• Work on escalated cases with higher complexity as assigned.
• Provide suggestions and recommendations to improve workflow, communication, and overall protocols to better serve the needs of the patients and department.

Job Qualifications:

• High School Diploma or equivalent required.
• Minimum of 5 years of relevant experience in a comparable setting, including proficiency in medical terminology.
• For IR track, surgical or invasive subspecialty experience is required.
• Advanced 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.
• Advanced skills in problem assessment, using good judgment, and collaborative problem solving in complex and interdisciplinary settings.
• Ability and/or experience leading and influencing teams and/or team-building skills.
• 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.
• Intermediate proficiency with Microsoft Office (Word and Excel) or similar software is required, and an ability and willingness to learn new systems and programs.
• Associates degree or higher preferred.
• Prior high volume customer service experience in a call center environment is preferred
• Bilingual (English/Spanish) a plus.

Hourly Rate Ranges: $30.77 - $38.46

Note: Our salary offers will fall within these ranges, taking into account experience, skill set, and other differentiating factors including education.

61st Street Service Corporation

At 61^st 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.