Patient Services Representative

Where You’ll Work

Welcome to CHI Saint Joseph Medical Group, a full service network of primary care services specializing in family, internal, geriatric and pediatric care serving 88 locations across central and Eastern Kentucky. CHI Saint Joseph Medical Group is dedicated to delivering customized care based on the unique needs of our patients and is recognized as a Best Place to Work in Kentucky for two years in a row (2023-2024). 

CHI Saint Joseph Health is part of CommonSpirit Health, a non-profit, Catholic health system dedicated to advancing health for all people. With approximately 175,000 team members and 25,000 physicians and advanced practice clinicians. 

Our commitment to serve the common good is delivered through the dedicated work of thousands of physicians, advanced practice clinicians, nurses, and staff; through clinical excellence delivered across a system of 140 hospitals and more than 2,200 care centers serving 24 states. 

Job Summary and Responsibilities

As our Patient Services Professional, you will be the welcoming voice and central administrative support, ensuring seamless patient experiences and efficient clinic operations through diverse engagements.Every day, you will expertly manage phone customer service, distribute communications, and handle patient information like demographics, insurance verification, and appointment scheduling. You'll also process referrals, authorizations, pre-registrations, and other clerical tasks, adapting to clinic needs while responsibly handling sensitive data.To be successful in this role, you will possess exceptional communication, meticulous attention to detail, strong organizational skills, and system proficiency. Your proactive service, adaptability, and responsible handling of information are crucial for patient care and clinic goals.

• Patient Service
  • 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 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.
  • Sends out accurate and complete communication to physicians or other healthcare providers.
• First Contact Resolution
  • Determine the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate patient issue-resolution by referring the matter to an issue/content expert. Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter.
• Contact Handling
  • Ability to comprehend and communicate clearly and effectively (both verbally and in writing) with medical center staff, patients, families, and other internal and external customers.
• Flexibility
  • Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem solving.
• Contact Control
  • Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has or can be found. Ability to clearly articulate a response to the patient using appropriate voice modulation.
• Problem Solving
  • Exceptional patient/customer service skills including effective and efficient problem solving and analytical skills.

Job Requirements

Required

• High School Graduate General Education, upon hire or
• High School GED General Studies, upon hire
• None, upon hire

Preferred

• Other 1 Year of Higher Education/College, upon hire