• The Patient Services Rep communicates with patients and staff using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail. • Answers and resolves patient inquires, in a professional, empathetic and patient-centered way, through the use of effective listening, written and verbal communication skills. • Utilizes established Practice guidelines to ensure patients issues are addressed in a timely manner and when necessary, transfers the call to the appropriate person at the Practice for additional consultation. • Uses a computerized scheduling system to schedule/reschedules appointments determining the right amount of time required for each patient appointment. • Provides accurate and detailed information and updates patients’ records, using Epic. • Provides detailed confirmation to the patient detailing where and when the appointment is, providing directions as needed, providing applicable and language specific home instructions as well as instructions for any required labs or imaging. • Identifies opportunities to improve the work processes and environment, and changes in Practice protocols; remains current on new developments in health care. • Escalates appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient. • Attends scheduled training sessions for phone support, customer service, systems upgrades, newly acquired clinical systems, additional practices or other relevant training sessions, as directed by manager. • Assists in the training/orientation of new personnel under the direction of a manager and/or supervisor. • Participates in staff meetings/is expected to identify process issues that are obstacles to providing a positive patient experience.

• Responsible for advanced level scheduling for all patients • Scheduling patient appointments via telephone or electronic communication • Obtaining accurate documentation of patient information • Responding, resolving, and/or escalating patient related issues • Answering incoming calls in a timely manner while providing quality patient care • Scheduling, rescheduling, and managing cancellations • Maintaining and updating current information on physicians' schedules • Collecting and recording accurate patient information • Ensuring applicable procedures are scheduled in AGA endoscopy suites • Handling requests for information or appointments received via the eCW Patient Portal or AGA Website • Mailing/Emailing information packets to new patients • Addressing questions regarding patient appointments and requests for information • Meeting or exceeding quality and productivity standards • Completing requests for information from other AGA staff • Abiding by and promoting HIPAA compliance • Participating in staff meetings and ongoing customer service training • Any other duties and/or special projects as assigned

• Serve as the first point of contact for patients, primarily via phone, with empathy, discretion, and follow-through, providing exceptional patient care • Manage a high volume of inbound and outbound calls related to patient support, service recovery, scheduling, and care coordination • Respond to patients who may be escalated, frustrated, or confused, and work to resolve their concerns with compassion and professionalism • Navigate patient concerns using appropriate service recovery protocols and escalate when necessary • Document patient interactions accurately and thoroughly in Zendesk and the Electronic Health Record (EHR) system • Act as a patient advocate and liaison across departments to facilitate timely and effective solutions • Proactively identify areas for patient experience improvement and share feedback with leadership • Uphold patient confidentiality across all communications, systems, and platforms • Embody core values of compassion, accountability, respect, integrity, and trust

Title: Associate, Scoring Service Location: San Antonio, TX Workplace Type: Remote - Job: Evaluation - Schedule: PART_TIME - Req ID: 24714 We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people. Evaluation Systems of Pearson offers dynamic teacher licensing and performance assessment solutions. Our custom teacher licensure testing programs are 100 percent aligned to state standards. We also provide a wide variety of teacher licensure testing services such as test development, administration, and scoring. We work in a collaborative environment and are passionate about education. Scoring offers the opportunity to network with other professionals and stay abreast of the latest developments in your field. Scorers have a direct impact on the quality of the next generation of teachers and help to maintain professional standards. Scorers enjoy the change of pace, the mental challenge and the opportunity to give back to their educational field. We have immediate openings for candidates to score the subjects below remotely for our San Antonio, TX office: - Texas Assessment of Sign Communication (TASC) - Texas Assessment of Sign Communication-American Sign Language (TASC-ASL) Qualifications Applicants must meet all of the following: - Have demonstrated experience with, and proficiency in, sign communication - Have a minimum of three years of experience in the education of the deaf and hard of hearing or ASL instruction - Reside in the state of Texas - Comply with the ethical obligations under §SBEC 230.21 (g)    including, but not limited to: - An educator, candidate, or other test taker shall not: - solicit information about the contents of test items on an examination that the educator, candidate, or other test taker has not already taken from an individual who has had access to those items, or offer information about the contents of specific test items on an examination to individuals who have not yet taken the examination; or - otherwise engage in conduct that amounts to violations of test security or confidentiality integrity, including cheating, deception, or fraud. - Agree to NOT: - use training/experience as a scorer to receive compensation for any work in test preparation related to this assessment - take the exam you are scoring within 180 days of scoring AND Must also: - Recuse yourself from scoring any candidate responses where you served as the interviewer Overall Responsibilities - Evaluate responses to test questions by Texas teacher candidates - Internalize scoring standards, participate in discussions, and engage with other scorers in consensus scoring activities - Recognize and discuss various types of bias (e.g., implicit bias, cultural bias, leniency bias, central tendency bias, halo effect) and effect strategies to reduce personal biases in scoring - Meet quality and productivity requirements established for the scoring program, including passing a qualifying test before scoring Key benefits - Starting rate of $17.50 per hour - Working remotely Working Conditions Scoring sessions take place during the week for 3 days, Monday through Friday and occasionally on Saturday. Scoring sessions will occur on an intermittent basis every 8 weeks. The scoring day runs from 8:30 a.m. to approximately 4:00 p.m., including training. Scorers can expect to work roughly 20 hours every two months. Training takes place before scoring begins. There may be a brief orientation meeting before the day of scoring occurs. Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.