Role Description The Patient Relations Specialist plays a vital role in ensuring our patients receive the best care and service possible. This role will handle incoming calls, address patient inquiries, resolve concerns, triage all clinical calls, and schedule all non-surgical office appointments professionally and compassionately. This position greatly impacts patient loyalty and their relationship with the practice for new and existing patients by assuring outstanding patient care, fostering a pleasant initial impression of the practice, and demonstrating to patients that we care. This position requires working in a structured environment, finding answers quickly, adapting to changing situations, and meeting daily performance metrics. Primary Duties & Responsibilities - Inbound Call Handling: Efficiently manage a high volume of incoming calls from patients, families, and healthcare providers for all our sites. - Patient Support: Provide exceptional customer service by listening to patient concerns, answering questions, and addressing issues promptly and empathetically, ensuring a positive patient experience. - Problem Solving: Triage clinical calls, ensure all appropriate questions are asked, and recommend an appropriate course of action. Quickly identify and resolve all inquiries, complaints, or issues. Uncover the true needs of the patient through branching questions. - Scheduling: Appropriately schedule patient appointments based on physician guidelines, patient symptoms, and appointment availability. - Information Retrieval: Maintain proficient knowledge of multiple site protocols and physician schedules/changes to ensure appropriate information is provided to patients across all national markets. - Adaptability: Adapt to changing situations and prioritize tasks effectively, especially during busy periods. - Performance Metrics: Meet and exceed daily, weekly, and monthly performance metrics, including quality, call volume, scheduling accuracy, and resolution times. - Documentation: Clearly and concisely document every patient request and pertinent information via appropriate documentation tools so that the practice can successfully respond to patient needs. - Compliance: Maintain adherence to regulatory requirements following confidentiality guidelines for current and former patients. - Collaboration: Coordinate work efforts with other team members to achieve an efficient workflow and time adherence within the office. Effectively communicate and coordinate work efforts with sites to ensure superior, seamless patient care and resolution of issues. Qualifications - High School Diploma or GED required. - Minimum of 3 to 5 years of customer service experience. - Minimum of one year experience working in a healthcare or call center setting preferred. - Must be able to meet company technology requirements of a remote work environment. - Must have a dedicated, quiet, and distraction-free work environment. Knowledge, Competencies & Skills - Strong analytical and critical thinking skills. - Proficient knowledge of Medical Terminology. - Excellent customer service skills. - A positive attitude and a passion for providing exceptional patient care. - Superior written and verbal communication skills, with the ability to listen actively and empathize with patients. - Proficient computer software and database skills. - Strong organizational skills and attention to detail. - Flexibility and adaptability with the ability to multi-task and work in a fast-paced, high-volume environment. - Ability to quickly ascertain and implement new product/process information. - A commitment to maintaining patient confidentiality and privacy. - Ability to type a minimum of 40 words per minute. Tech Requirements for the Job - High-speed, reliable internet connection to ensure uninterrupted communication and access to necessary systems and tools. - Quiet and private work environment to maintain the confidentiality of patient information and minimize background noise during calls. - Proficiency in using remote collaboration tools, such as video conferencing software, instant messaging platforms, and customer relationship management systems. - Compliance with all security and privacy policies and protocols, including safeguarding patient information and maintaining HIPAA compliance. Physical Requirements for the Job - Able to sit, stand, and/or walk throughout the day. - Intermittently required to stoop, bend, speak, and listen. Job Type - Full-Time Pay Range - $19.00 - $22.00 per hour

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