Patient Relations Rep II - Multispecialty

About the role

Under general supervision, assist patients with routine scheduling and registration inquiries. Provide customer service using basic knowledge of organization policies and procedures. Position emphasis will be on verification of patient insurance, collect co-payments, and scheduling for various types of providers. Primary Responsibilities Via telephone or online contact, will verify insurance information, deductible amounts, and co-pay requirements for various clinic services. Document verified insurance information in Department's triage software program. Answers incoming calls, takes appropriate messages and transfers to appropriate area. Documents in electronic medical record and other software tools that are essential to the clinic. Diffuse irate customers. Employ sound judgment to ensure best possible public relations. Investigate and resolve customer concerns. Maintain working knowledge of MCW and affiliate computerized scheduling and billing systems (i.e., IDX, Epic.) Coordinate multiple appointments efficiently for the program such as appointments and procedures- using a patient centric scheduling model. Triage more complex patient inquiries to more senior level staff as appropriate. Perform related clerical functions such as maintaining patient accounts, data entry and filing. Develop understanding of MCW clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings. Look up information in tables and lists; provide information appropriately. Other duties as assigned. Knowledge - Skills - Abilities Clerical Administration and Management Computers and Electronics Customer and Personal Service English Language Coordination Active Listening Reading Comprehension Service Orientation Social Perceptiveness Extent Flexibility Static Strength Rate Control Response Orientation Wrist-Finger Speed