• Answer incoming calls and respond to customer inquiries professionally. • Make outbound calls to follow up with customers, confirm appointments, or provide updates. • Provide accurate information regarding products, services, and company policies. • Resolve customer complaints efficiently and escalate complex issues when necessary. • Maintain a high level of customer satisfaction through positive interactions. • Update customer records and document call details in the system. • Meet or exceed key performance metrics such as call handling time and customer satisfaction scores. • Follow company guidelines and standard operating procedures.

• Provide a personalized experience for every single client through product expertise and outstanding service • Helping clients design custom solutions to fit their specific needs • Keep records of customer interactions, process customer accounts and file documents • Manage all phases of the client experience from initial contact through product delivery • Represent our brand through communication, personal appearance and professionalism • Build sustainable relationships of trust with clients through open and interactive communication

Where You’ll Work Hello humankindness Dignity Health Medical Group is the employed physician group of Dignity Health Arizona. Dignity Health Medical Group (DHMG) employs approximately 200 providers and 500 support staff that cover a wide variety of specialties. The medical group has had tremendous success over the past few years and now provides more than 73 subspecialty services. The physicians provide clinical services in their areas of specialty and many serve in pivotal academic, research and leadership roles. DHMG is also heavily involved in preparing tomorrow's healthcare providers. DHMG has 84 medical school students and approximately 200 residents and fellows throughout the 25 academic programs. Clinical services are complemented with translational and bench research to augment medical education for residents and students. The mission of Dignity Health Medical Group is consistent with Dignity Health's mission and St. Joseph's guiding principles with a focus on innovative clinical care and the pursuit of excellence through scholarly activities. As part of the Dignity Health hospital system, DHMG has full access to the staff and all facilities on our hospital campuses. This unique relationship with our hospital allows Dignity Health Medical Group to provide its patients with state-of-the-art patient services including care of the poor and disenfranchised. Look for us on Facebook and follow us on Twitter. For the health of our community ... we are proud to announce that we are a tobacco-free campus Job Summary and Responsibilities As our Patient Services Professional, you will be the welcoming voice and central administrative support, ensuring seamless patient experiences and efficient clinic operations through diverse engagements.Every day, you will expertly manage phone customer service, distribute communications, and handle patient information like demographics, insurance verification, and appointment scheduling. You'll also process referrals, authorizations, pre-registrations, and other clerical tasks, adapting to clinic needs while responsibly handling sensitive data.To be successful in this role, you will possess exceptional communication, meticulous attention to detail, strong organizational skills, and system proficiency. Your proactive service, adaptability, and responsible handling of information are crucial for patient care and clinic goals. - Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.). Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy. - As appropriate, assist new members with introduction to and explanation of available services, processes and availability of providers. - Update patients of the status of their referral or authorizations. - Answers, screens, and processes a high volume of incoming calls in a professional manner. Directs patient access to the practice by scheduling and canceling patient appointments for a multiple providers. - Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines. Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource. - Communicates, to patients and internal and external ordering physicians' offices, complex exam preparations instructions including, but not limited to, pre-procedure laboratory test requirements and other necessary preparations instructions. Job Requirements Required - Must Reside in Arizona or Nevada - High School Graduate, upon hire or - High School GED and Experience with computer systems, including web based applications, upon hire and Preferred - 1 year of higher education, some college and Experience in a patient-focusedhealthcare environment, upon hire and - 1 year experience in high volume multichannelcontact center

Job DetailsJob Location: Patient Service Center - Atlanta, GA 30345Position Type: Full TimeEducation Level: High School or GEDTravel Percentage: As needed for business requirements.Job Category: Patient Service CenterGENERAL SUMMARY OF DUTIES: Responsible for advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for: procedures, follow-up office visits, and ancillary services. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues. REPORTS TO: Patient Service Manager RESPONSIBILITIES Duties include but are not limited to: - Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times. - Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures - Maintains and updates current information on physicians schedules and endoscopy block time; schedules patients according to physician availability and preference - Collects and records accurate patient information according to the AGA Documentation Requirements - Ensures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessary - Ensures all applicable ancillary services are scheduled at AGA - Handles requests for information or appointment received via the eCW Patient Portal or AGA Website in an efficient and timely manner - Mails/Emails information packets to patients who are new to the practice - Addresses questions regarding patient appointments and requests for information from referring providers - Accurately provides or counsels patients and/ or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary - Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team - Answers emails and voicemails and returns patient calls in a timely and efficient manner - Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts - Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information - Participates in staff meetings as directed by the Patient Service Supervisor or Manager - Participates in marketing activities as directed by the Patient Service Supervisor or Manager - Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager - Any other duties and/or special projects as assigned REQUIRED EDUCATION, SKILLS & EXPERIENCE High School Diploma or GED required; Certified Medical Assistant preferred; strong customer service skills and ability to type 45 words a minute are required; 2-3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred; staff member must be computer literate, able to operate healthcare systems and multiple Microsoft Office applications; bilingual skills are strongly preferred, but not required. *Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location. ADDITIONAL SKILLS AND EXPERIENCE Patient Service Representative must be able to: - Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect - Displays a professional outgoing warm and helpful attitude - Possesses compassion for dealing with people who are ill and need help - Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager - Work under pressure; assess, respond, and communicate issues in a timely manner - Communicate clearly with patients and coworkers through the telephone, email, and in-person - Interpret and apply clinical and non-clinical policies and procedures PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS Requires sitting and standing associated with a normal office environment; travel within the Metro area required.Qualifications