Patient Services Rep

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.

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

• 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 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, appointment arrival expectations, necessary documents requirements, outstanding balances, estimated co-pays, and other necessary preparations instructions in a courteous manner.
  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 the RN, physician, supervisor or issue/content expert.
  Support other team members with escalation concerns guiding them in the correct process.
  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.
• Contact Quality
  Meet Quality Assurance requirements and other key performance metrics.
  Professionalism
  Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations
• PRO-ACTIVELY CONTRIBUTES TO ORGANIZATIONAL EXCELLENCE:
  As described by the DHMF Way, True North. Focus at all times on improving the patient's experience by delivering on a culture of yes.
  Problem solves to maximize opportunities and minimize unnecessary steps.
  Keeps work spaces and all patient areas clean and clutter free.
  Maintains professional appearance and follows all dress code guidelines.
  Flexible to change work hours/days, and floats to support others.
  Initiates ways to increase Physician productivity.