SHSMD Career Center

POSITION SUMMARY:

The Patient Services Representative is responsible for answering and routing all incoming calls, setting and rescheduling of appointments, sending messages to providers and support staff for follow up while providing excellent customer service to all of our potential and established patients. The Patient Services Representative is an integral part of the clinical health care team. The Patient Services Representative reports to the Patient Services Manager.

SPECIFIC DUTIES:

Schedules appointments to the correct clinic/provider by paying attention to detail prior to
scheduling the appointment.
Ability to update patient demographics as assigned by Supervisor/Manager.
Ability to screen patients' needs and assign to correct PCP for all CMC clinics.
Ability to assist and enroll patient into the patient portal to promote access.
Follows protocols and Patient Services Guidelines given by Supervisor/Manager for
handling calls and routing effectively using the procedures given.
Able to ask questions if there is a lack of understanding on procedure
Handles patient complaints by following protocol while attempting to resolve the
complaint prior to escalating the call to the call center or clinic manager.
Pays attention to calls in the queue while multi tasking with the ability to handle the call
volume.
Outreach to assigned members who are not center users
Provides new patient access for first appointment support
Facilitate patients with primary provider team to support empanelment and patient
continuity.
Processes Preventive Services scheduling.
Operational Outbound Support: to confirm appointments, communicate after hours
messaging.
Input patient information and schedule appointments on waiting lists.
Portal support and transmit from Provider Call-In Line.
Participates in meetings as required
Travels as needed to different sites as assigned
Performs other tasks as assigned