Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.
With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.
The Patient Service Representative (PSR) – Call Center position is the first point of contact for Wayne Health. They provide excellent customer service when answering incoming calls from patients and the public, schedule appointments, make follow-up phone calls, address complaints, troubleshoot problems and provide information to patients and public.
Additionally, the Patient Service Representative (PSR) – Call Center position will perform reception and clerical duties in an outpatient clinical setting which involves constant interaction with patients, Physicians, and other clinical team members. The Patient Service Representative (PSR) - Call Center role demonstrates a commitment to a patient-centric, efficient health care delivery system that focuses on quality, safety, and operational excellence.
Essential Duties and Responsibilities:
Answer Wayne Health calls
Schedule appointments for new and returning patients
Update patient information and patient registration
Call patients who have missed their appointments for follow up or rescheduling
Schedule appointments for imaging, lab visits, vaccinations, etc.
Responds to patient/customer inquiries both over the phone and by email
Research required information using available resources
Respond to and resolve patient complaints
Process referral requests
Identify and escalate urgent and emergent patient questions
Route calls to appropriate resources when unable to resolve the complaint/concern directly
Follow up with patients and callers within predefined timeframes set by departments
Document all call information according to standard operating procedures
Exercise sound judgement and decision-making skills
Communicate clearly, take initiative and is flexible
Exhibit good interpersonal communications skills
Convey a positive and professional image to the patients and the public
Contribute to the team effort
Accurately posts all charges for the date of service to the system and runs daily reports to ensure all charges are posted and completed batches are closed
Collect co-pays, fees for services, past due balances and post payments according to established policies
Reconcile monies collected with encounter form receipts or daily cash logs and maintains an accurate amount of petty cash
Prepare reconciliation forms and bank deposits for each practice date
Schedule patient appointments according to defined protocols
Verify prior authorizations, referrals, insurance coverage/policies and patient demographics
Provides excellent telephone etiquette for all calls
Document and communicates messages accurately to the appropriate personnel/staff members
Provide excellent customer service, anticipate and respond to needs of others, provide assistance in a courteous and timely manner, treats others with care and respect while maintaining privacy, confidentiality and dignity
Maintain a safe and clean work area and patient environment
Adhere to the Patient Service Representative dress code (Wayne Health Employee Handbook) and maintain a professional appearance that complies with the Wayne Health dress code
Travel to other Wayne Health clinic locations as needed
Attend all required meetings
Follow Quality and Patient Safety protocols including PCMH Initiatives
Demonstrates ability to learn EHR and follow instructions in that system
Protect patients' rights by maintaining confidentiality of personal and financial information
Consistently demonstrate and uphold Wayne Health's principles for providing high quality care to all patients in a professional and courteous manner
Perform additional work duties as assigned
Education, Licensure/Certification, and Training:
High School Diploma or equivalent required
Minimum 2 - 3 years Call Center or Physician Office experience
Skills and Abilities:
Run reports to ensure that charges posted accurately, and that completed batches are closed
Proficiency in Microsoft Word and Excel
Knowledge of basic medical terminology
Basic office skills including typing 35 wpm and accurately enter alpha numeric data
Possess excellent verbal, written communication and problem-solving skills
Excellent interpersonal skills necessary to establish and maintain productive working relationships with Physicians, patients, and their families and other people both inside and outside the clinical practice area
Excellent customer service skills including the ability to use independent thinking, sound judgement and creativity when resolving customer issues or concerns
Ability to effectively work independently and with a team
Manage multiple tasks with shifting priorities
Knowledge of medical insurance and medical office billing
Proficient in navigating EHR, Nextgen or Athena system preferred
Ability to stand/sit for long periods of times and lift up to 50 pounds
Requires sensitivity to work with seriously ill patients and their families
Competency of customer service skills
Safety Requirements:
Working Conditions/Schedule:
Wayne Health is an EEO/AA/Veteran/Disability Employer