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Job Details

Description

Position Summary: 

Patient Service Specialist provide a single and centralized point of patient access to physician and diagnostic services across all disciplines provided at DHLC and Cooper University Healthcare and other providers, as needed; as well as a centralized point of contact for providers/insurers (e.g. VA, CBOCs 87^th Med Group, TRICARE�).  Patient Service Specialists/Navigators thrive on working in a fast paced environment, have a strong ability to multi-task, are technically savvy, service oriented, communicate effectively and consistently display a professional demeanor.

Delivers an exceptional experience to patients, customers and physicians who contact any of the concierge programs through the Patient Service Center by facilitating accurate information, coordinating services, priority appointments when needed, scheduling comprehensive screenings, and completing pre-appointment questionnaires.

Skills

• Required: Must display a genuine interest in providing an excellent Customer Experience that aligns with Deborah�s goals/objectives of Deborah�s concierge programs including delivering a comprehensive concierge experience
• Excellent skills in handling issues/complaints independently and assist team members with patient escalations; ability to support both quality and training programs as well as outreach events and speaking engagements.
• Team player with a genuine interest in resolving customer (patient, provider, team member) issues. Must enjoy interacting and working collaboratively in a team environment.
• Must be an independent thinker with excellent decision-making skills with the ability to analyze issues and quickly identify the best resolution for the situation.
• Must demonstrate adaptability and flexibility while working within a fast-paced, dynamic environment. Ability to learn new things quickly.
• Must have excellent time management and organizational skills.
• Must be motivated, decisive, self-starter and problem solver.
• Must have strong computer skills, including proficiency in the use of the Internet, Excel, Word and Outlook.
• Knowledge of MediTech, EPIC system a plus.
• Must be able to wear a telephone headset and manipulate objects such as a pen, keyboard and mouse.

Identifies matters and initiates escalation for appointment requests and patient concerns/issues.

This position functions as a subject matter expert and is expected to provide high-quality customer service and respectful interactions with all team members and partners in accordance with Deborah Heart and Lung Center�s overall Code of Ethics and Professional Conduct as well as department policies, procedures and expectations.

Experience

Required: Required: 2+ years of direct experience within a military health services program, Customer Service, Contact Center or scheduling environment, preferably within a healthcare environment. Experience in, or knowledge of any of the following:  medical terminology, anatomy, centralized scheduling, insurance verification/authorizations, registration, coding, medical billing, or hospital/physician office operations.

Preferred: 1-2 years�+ preferred experience with EPIC, MediTech, Outlook, Excel, Power Point and Word.

Education:  Associate or Bachelor�s degree required.  Years of experience and/or medical licensure (e.g. LPN) may substitute for degree.

Bi-Weekly Hours: 80

Work Schedule: M - F

Qualifications