Role and Responsibilities:
1. Answer patient inbound phone calls in a high-volume call center
2. Make outbound phone calls to patients as needed
3. Respond to patient questions via portal, phone call, and EHR
4. Register new patients with accurate patient and insurance information and update existing accounts as needed, utilizing special software and procedures.
5. Guide/troubleshoot patients through telehealth and portal set up as needed
6. Schedule patients for multiple departments accurately
7. Protect the confidentiality of patients personal, financial, and medical information
8. Take concise, accurate phone messages, execute solutions and/or forward via electronic tasking as appropriate
9. Collaborate with other PSR staff to improve patient care
10. Communicate effectively and professionally with patients, providers, and nursing staff to create an efficient work environment
11. Using EHR software, accurately index and file scanned documents and information into patient's electronic medical record
12. Collect payments and co-payments, keeping an accurate ledger of both, balancing ledgers and deposit daily.
13. Fax and/or scan confidential patient information.
14. Duty and department specifics utilizing specialized tools and software, including but not limited to, utilizing websites and specialty software, accessing daily schedules, patient searches, accessing patient profile, update patient location and demographics, process phone calls, use text templates, view tasks, create new tasks and other competencies as required by department.
15. Train other Patient Service Representatives when necessary
16. Other duties as assigned by the department manager, lead receptionist, physician.
Qualifications and Education Requirements:
1. Minimum of a high school diploma or equivalent.
2. Self-starter with a positive attitude, willing to learn and work as a team with excellent public relation and customer service skills!
3. Ability to adapt to quickly changing situations and handle stressful situations calmly and competently.
4. Excellent telephone and public relations skills with pleasing telephone voice. Ability to type and spell accurately.
5. Demonstrates strong communication and organizational skills, ability to prioritize, detail oriented, prompt, reliable and enjoy a fast-paced environment.
6. Capable of learning complex computerized appointment scheduling systems.
7. Demonstrate and maintain strong team building skills.
8. Employee performs routine, and some non-routine, continuous and repetitive work.
9. Excellent computer, verbal and written communication skills.
10. Spanish language skills preferred.
Supervisory Responsibilities: None
Physical Demands: Good physical condition, able to stand, walk, sit, bend and lift 15 - 20 lbs.
Position Type/Expected Hours to Work: Medical office position working a weekly schedule Monday - Friday, 40 hours per week.
Other Duties: As assigned.
WWC Physicians PC offers the following benefits:
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Insurances: Employees consistently working 30 or more hours per week are eligible for medical, dental, vision, hospital confinement, life, disability insurances after satisfying the waiting period.
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Retirement: Voluntary contributions to the 401k and/or Roth plans after first of the quarter following hire date. WWC Physicians PC matches up to 5% of eligible salary after one year of employment and a minimum 1,000 hours of service.
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Time Off Benefit:
- Paid Time Off (PTO): Full-time and part-time (part-time is prorated) employees will begin accruing upon hire date. Waiting period of 90 days. PTO amounts for 40-hour employees are 23 days (184 hours). Maximum annual carryover of 240 hours.
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WA Paid Sick Leave: All employees accrue one hour of paid sick leave for every 40 hours worked. Waiting period of 90 days. Maximum rollover is 40 hours per year.
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Extended Sick Time (EST): Full-time and part-time (part-time is prorated) employees will begin accruing upon hire date. Waiting period of 90 days. EST hours may be used for illness or injury after an absence of three consecutive working days. WA Paid Sick Leave and/or PTO, if available, will be used during this waiting period. Maximum accumulation of 480 hours.
- Bonuses: WWC Physicians PC typically offers an annual bonus based on hours worked.
