Patient Services Rep

Enjoy the opportunity to positively affect the health and well-being of entire communities. As a Patient Services Representative with Dignity Health Medical Foundation Connection Center, now part of CommonSpirit Health, you will be the first point of phone customer service contact for our patients physicians and other clinic staff.

Your success in this role comes from your enthusiasm to help others, your innate ability to solve complex problems and desire for continuous growth and improvement.

Success in this role means you:
- Provide prompt accurate courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email, and text
- Perform a variety of duties including collecting and updating demographics, insurance information verification of health plan eligibility, taking complete and accurate messages to name a few.
- You will schedule mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record and contact center systems.
- You may also assist with referrals and authorizations.
- As the first point of patient contact, your role is to provide effective patient experiences

• Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.). Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
• As appropriate, assist new members with introduction to and explanation of available services, processes and availability of providers
• Update patients of the status of their referral or authorizations.
• Answers, screens, and processes a high volume of incoming calls in a professional manner. Directs patient access to the practice by scheduling and canceling patient appointments for a multiple providers.
• Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines. Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
• Communicates, to patients and internal and external ordering physicians' offices, complex exam preparations instructions including, but not limited to, pre-procedure laboratory test requirements and other necessary preparations instructions.

Required

• High School Graduate or equivalent
• Experience with computer systems required, including web based applications

Preferred

• 1 year of higher education, some college
• Experience in a patient-focused healthcare environment
• 1 year experience in high volume multichannel contact center, upon hire

**This position is represented by the SEIU-UHW.**

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.