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Phone Operator - Patient Service Representative

Job Summary:

The Patient Service Representative Phone Operator performs a variety of tasks to the Practice in as much as it is the first contact via telephone by the prospective patients with Urology Austin.  This position must exemplify the core values and mission of the organization, always exercising the utmost discretion, diplomacy, and tact in patient patient/staff interactions. 

 

Job Duties and Responsibilities:

  • Schedule appointments for patients.
  • Answer telephone promptly and in a polite and professional manner.
  • Obtain and enter accurate demographic information into EMR (address, telephone number, name of insurance or self-pay status).
  • Schedule appointment correctly - review appointment date, time, location, and provider name with caller.
  • Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).
  • Answer questions and offer other information, as requested, to provide patient-focused care.
  • Must exercise the utmost diplomacy and tact to provide excellent customer service for patients.
  • Practices confidentiality and privacy protocols in accordance to the practice policies and HIPAA requirements.
  • Adhered to all Practice policies on safety and security; maintains restricted areas safe by safeguarding computer systems passwords in strict confidentiality. 
  • Act as a liaison for the patients and the Practice
    • Direct calls to other departments as needed.
    • Use sound judgment in handling calls, especially with upset patients.
    • Understanding of when to escalate calls to physicians/practice manager/triage nurse.
  • Service Patients
    • Make reminder calls as requested.
    • Make calls to reschedule appointments when necessary.
  • Other reasonably related duties as assigned by supervisor or manager.
  • Performs all duties and services in full compliance with the Urology Austin Core Values. 

Qualifications and Skills:

  • Ability to handle confidential and sensitive information.
  • Ability to communicate effectively on the telephone.
  • Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
  • Ability to handle a "call center" environment: work quickly and multi-task.
  • Ability to exercise good judgment to handle calls appropriately.
  • Ability to demonstrate excellent customer service.
  • High School or GED required. Associate's Degree or related healthcare certification preferred. One year of experience in customer service and/or related clinical environment; working knowledge of medical terminology.
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