Patient Services Representative
Posted on: November 10, 2018
QuadMed provides workplace solutions on a national level to employers of all sizes. Our clinics provide medical, laboratory, pharmacy, fitness, and rehabilitation services along with coordinated care through relationships with local hospitals, providers, and specialists. We are continuously innovating and investing in new programs, services and technologies that will help us provide better patient experience for the employee populations we serve. This is demonstrated by our investments in new health delivery and care platforms such as genetic screening, telemedicine, remote monitoring and medical home devices. Full-time Position in Indianapolis, Indiana - Monday 9a - 5:30p, Tuesday 9a - 5:30p, Wednesday 11:30 a - 8p, Thursday 8a - 4:30p, Friday 10:30a - 7:00p (After first 30 days, employee may be on a rotating shift. May work 7a-3:30p occasionally and may need to close approximately 4 times a month (11:30a to 8p) schedule.) The Patient Services Representative answers inbound calls to support a variety of clinic operations. This includes scheduling appointments, placing outbound calls to educate and inform eligible patients about QuadMed Clinics services, and other patient related projects. ESSENTIAL FUNCTIONS Answers incoming patient/clinic telephone calls professionally; addresses and responds to patient/clinic inquires and requests; researches required information utilizing EMR and available resources; ensures patient/clinic needs are resolved. Develops and maintains positive patient/clinic staff relations; coordinates with various groups within the company to ensure patient requests and questions are handled according to SOP. Identifies difficult or priority issues and escalates them appropriately; ensures such issues are handled with care and immediacy. Performs follow up patient/clinic calls where necessary; completes call logs/documentation in a timely and accurate manner Responds to customer questions via telephone and written correspondence regarding clinic benefits, RX refills, eligibility, and website OTHER FUNCTIONS Answers mainline telephone calls and routes them appropriately Performs other duties and projects as assigned Qualifications EDUCATION AND/OR EXPERIENCE To perform this job successfully, an individual must have the following education and/or experience. High School diploma or GED; associates degree preferred Twelve months experience in an automated call center environment preferred Bilingual preferred KNOWLEDGE, SKILLS, AND ABILITIES The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. We will make reasonable accommodations to enable individuals with disabilities to perform these functions. Excellent verbal/written communication and interpersonal skills Professional demeanor- positive communication, team skills/cross function cooperative Ability to make recommendations to effectively solve problems, using judgment consistent with standards, practices, policies, and procedures Expertise of Microsoft Office, including Word, Excel, Outlook, Email and PowerPoint Demonstrated proficiency to focus on details, handle multiple tasks, and remain highly organized in a fast-paced environment Proactively seeks, understands and responds to the needs and expectations of both internal and external clients Typing skills of 45-50 WPM
Keywords: QuadMed, Indianapolis , Patient Services Representative, Sales , Indianapolis, Indiana
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