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

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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