Patient Services Representative (PSR)

Dignity Health Medical Foundation - Sacramento, CA (30+ days ago)3.9


Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health ? one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.

Responsibilities

Position Summary:
Dignity Health starts out with one goal at our core - Excellent care, delivered with compassion, for all in need. Working with Dignity Health provides employees with the opportunity to positively affect the health and well-being of entire communities. By uniting "Healing and Humankindness" we work together with our physicians and health care experts to provide the best care experience to our patients and the communities we serve. As part of the Dignity Team, you'll work in a culturally diverse environment that supports your success and career development.

The Patient Service Representative (PSR) position is the first point of phone customer service contact for our patients, physicians, other clinic staff, internal and external laboratory and imaging staff, hospital staff, patient family members, and vendors. As a PSR, your role is to provide prompt, accurate, courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email and text. A Patient Service Representative may also perform a variety of other duties including but not limited to collecting and updating demographics and insurance information, verification of health plan eligibility, taking complete and accurate messages, and scheduling mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record, and contact center system. In addition, may assist with referrals and authorizations. As the first point of patient contact your role is to provide effective patient experiences with an emphasis on first contact resolution in a culture of "yes". Patient Service Representatives may assist with patient calls from multiple locations and specialties, and hours may vary as needed .

Qualifications

Minimum Qualifications:
Experience with computer systems required, including web based applications
High School Diploma or equivalent
Must be able to pass Contact Center Final Exam after completing the Contact Center training course
Demonstrated skills in customer service excellence including active listening, problem solving, and the ability to remain calm in emotional or stressful situations
Attention to detail, customer service and keyboarding skills
Must possess excellent communication skills (oral and written) and be able to communicate effectively with patients over the phone, in email, and other communications
Computer skills, customer service skills and behavior, and data entry will be assessed via Call Center Assessment

Preferred Qualifications:
Experience in a patient-focused healthcare environment
One (1) year experience in high volume multichannel contact center
One (1) year of higher education, some college

**This position is represented by SEIU-UHW**
***The ideal candidate may work Saturdays to support the Saturday clinics***