Patient Service Representative - Great Lakes Medical Imaging

Job Title: Patient Service Representative -Scheduling

Reports to: Scheduling Manager

Summary:  The Patient Service Representative works as a member of the Scheduling Team, reporting the Scheduling Manager. This role works in a fast-paced call center, scheduling multiple appointments across five sites. Effective communication between departments and exemplary patient care must be maintained. This role also performs a variety of additional tasks including working between multiple computer programs, fielding phone calls to appropriate parties and assisting with both patient and other co-worker needs.

Our Values:

As a member of the team at GLMI it is expected that you embody the Great Lakes Way in your daily actions here.

Personalize the Experience

• Greet with eye contact and share a smile.
• Create a tone of friendliness and warmth in conversations with patients, peers, and associates.
• Respectfully interact with patients, peers, and associates at their pace and level.
• Take time to listen to and understand others.
• Demonstrate patience and compassion when interacting with patients, peers, and associates.
• Act on opportunities to go above and beyond.

Own it, Do it

• Do what you say you will do.
• Anticipate and prevent potential problems.
• Be responsible and efficient with Great Lakes resources (time, scheduling, property, equipment, etc.).
• Follow up on inquiries promptly and accurately.
• Take personal responsibility for your work area and the quality of your work.
• Communicate clearly, respectfully, and in a timely manner.

Perform as One Team

• Speak positively about Great Lakes, team members, and patients.
• Demonstrate respect and attentiveness to team members when communicating.
• Recognize and share successes of the Great Lakes Way in action.
• Proactively offer to help others.
• Be flexible and embrace changes with a positive attitude.
• Contribute to a fun, energetic, and positive work environment.
• Practice blameless problem solving, assuming the positive intentions of others.

Strive for Excellence

• Share information, knowledge, and expertise.
• Be relentless about acting on opportunities to learn and improve.
• Ask for, accept, and use feedback.
• Look for and act on opportunities for continuous improvement.

Duties and Responsibilities include the following:

• Confirms patient's insurance provider and obtains Authorization number from whomever is scheduling or communicates need for prior authorization to appropriate parties as needed.
• Fulfilling requests to schedule exams from physician offices and patients. Schedules the exam according to the availability of the various departments.
• Provides accurate, detailed information to patients regarding test preparations, time of patients scheduled arrival, and any other directional information needed.
• Enter notes or special instructions needed for scheduling within the patient's chart.
• Triaging and assigning prescriptions, authorizations, doctors notes, etc. to the patient's exams from our fax tank.
• Checking voicemails and handling appropriately.
• Log into the phone queue at the beginning of shift and logging out at the end of scheduled shift. Indicating within the phone app throughout your shift if you are available or away from your desk.

Necessary Skills:

• Ability to perform each duty as listed above
• Strong computer skills including use of information systems and Google based programs
• Problem solving skills
• Strong oral communication skills including both phone and in person
• Strong customer service skills and diplomacy
• Experience in radiology or medical terminology preferred
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

• Must be highly skilled in verbal communications, problem solving, prioritization and organization.
• Experience in customer service is desirable.
• Ability to work in a fast paced environment with accuracy while scheduling multiple exams is required.
• Must be thorough and able to follow detailed instructions.
• Critical thinking skills and a positive attitude are essential.