Patient Services Representative

Job Description

Goodman Campbell Team

At Goodman Campbell Brain and Spine (GCBS), every member of our team is essential to fulfilling our mission to deliver exceptional and timely neurosurgical care with a steadfast emphasis on quality.

We work to cultivate an authentic culture through purposeful actions that convey collaboration, respect and a shared vision of excellence. We truly value every interaction we have – with our patients and each other. Our team is at the heart of all we do as an organization, and each employee has the opportunity to enhance the level of service we provide to our patients. We are in search of like-minded individuals, who are pursuing a job of purpose that impacts the lives of patients.Job Summary

We are seeking a dedicated and capable Patient Service Representative to streamline our patient experience for new patient referrals - including documentation, communication and scheduling. This position plays a key role in facilitating and expediting patient care. This position will have the opportunity to work in multiple GCBS offices.

Our Patient Service Representative’s responsibilities include (but are not limited to) detailed maintenance of accurate incoming referral documentation, delivering a high level of customer service while answering all incoming new patient appointment calls from referral sources and patients to ensure efficient workflow of scheduling.

To be successful in this role, you should exhibit excellent customer service abilities to align with Goodman Campbell’s dedication to a positive patient experience. Outstanding referral representatives are detailed and accurate while striving for efficiency. As this role is a vital part of our organization, active communication and respectful collaboration with peers is essential.

Job Duties

Detailed maintenance of accurate incoming referral documentation.

Review incoming faxes for completeness and file appropriately according to content

Application of knowledge and judgement based on urgency

Obtain missing items from referral source (physician office, patient, etc.)

Manage and track incomplete faxes on a daily basis

Problem solving skills

Deliver a high level of customer service while answering all incoming new patient appointment calls from referral sources and patients.

Schedule new patient appointments

Schedule an appointment with the appropriate provider based on protocols and patient or referral source preference/request

Obtain patient information and register in electronic health record (NextGen)

Inform the patient of items or information needed for the visit

Generate and send the required paperwork to the patient before the visit

Notify referral source of appointment scheduled

Answer non-medical questions as needed

Monitor new patient medical records.

File records based on the appointment date, provider, and location.

Collaborate with all necessary GCBS team members respectfully to ensure efficient workflow of scheduling.

Perform other related duties as assigned or requested.

Knowledge, Skills, and Abilities Required

Dedication to excellent customer service.

Exceptional attention to detail.

Alignment with HIPAA regulations.

Respect for organizational policies, procedures, systems, and objectives.

Ability to collaborate and communicate clearly.

Ability to respectfully interact with physicians, providers, peers, and patients.

Ability to drive efficiency and accuracy.

Ability to work independently.

Ability to use Microsoft Office (Outlook, Word, Excel) and electronic health record system.

Educational and Experience Required

Education: High school diploma or equivalent

Preferred Experience: 1-3 years medical office or hospital experience

Physical Demands

Able to sit for an extended period of time in focused work.

Long periods of telephone and computer work.

Full-time