Patient Support Center Representative – (12pm – 8:30pm PST Shift)

Location: Remote  - Remote
Category: Call Center
Employment Type: Contract
Job ID: 14645
Date Added: 08/01/2022

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Fully remote Patient Support position with our Highly regarded client! 6 Weeks of paid training, multiple shift options and the opportunity to be a permanent employee with full benefits.  


Overview OF Patient Support Center Representative:

Responsible for acting as a patient advocate to help resolve patient issues pertaining to claims, benefits referrals, physicians and access. Assists with patient education and ensures that required services are delivered to patients. Serves as a liaison between the patient and other department sites. Assists other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and/or document patient issues.

ESSENTIAL FUNCTIONS:

  • Looking for someone who is committed to superior customer service, including quality, care and concern with each and every internal and external customer.
  • Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate. (HIPPA Guidelines) .
  • Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures.
  • Answers customer calls to address inquiries and concerns within set productivity guidelines. Accesses Language Line for non-English patients as needed.
  • Resolves a wide variety of customer service issues.
  • Utilizes internal systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs.
  • Utilizes resource center and relevant websites.
  • Translates oral information into concise and accurate written documentation per guidelines.
  • Assists new or potential members in the choice of PCP and supplies general information about medical group.
  • Pages clinicians and assists Telehealth Nurses as necessary (e.g., arranging DME, transportation and HH).
  • Data enters PCP changes into the system and processes paperwork as necessary.
  • Completes end-of-shift report and communicates information to the next shift operations.
  • Accesses language line for non-English patients as needed.
  • Understands the roles and responsibilities of multiple internal departments.
  • Manages own work queues within set productivity guidelines.
  • Demonstrates customer service-oriented behavior at all times.
  • Uses, protects, and discloses patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
  • Performs additional duties as assigned.


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