Patient Services Specialist III #Full Time - 61st Street Service : Job Details

The 61st Street Service Corporation provides administrative and clinical support staff for ColumbiaDoctors. This position will support ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast. ColumbiaDoctors' practices comprise an experienced group of more than 2,800 physicians, surgeons, dentists, and nurses, offering more than 240 specialties and subspecialties.

Job Summary: The Patient Services Specialist III provides support to the department-wide call center that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic and/or interventional radiology services, physician referral/appointments, and general information for the Department of Radiology. This is a lead role that is responsible for supporting, guiding and mentoring Patient Services Specialists to ensure quality assurance of all scheduling. The Patient Services Specialist III is part of a team that delivers an exceptional patient experience through excellent customer service, empathy, and patience.

Job Responsibilities:

• Schedule appointment requests for diagnostic or interventional radiology services.
• Communicate insurance participation, financial responsibility, and time of service policy to patient population.
• Ensure that patients understand the arrival and check-in process, pre-appointment instructions, and patient safety precautions, and other relevant information.
• Obtain patients' insurance and demographic information and ensure all obtained information is registered in Epic. Accurately complete required tasks and fields in pre-registration.
• Resolve escalated insurance-related cases. Escalate issues for resolution when appropriate.
• Escalate issues/cases to Supervisor/Manager for resolution.
• Foster a teamwork approach.
• Take ownership for resolving scheduling conflicts.
• Ensure warm transfer of calls/inquiries are routed to the correct party for resolution.
• Collect pre-registration information to address outstanding Epic work queue accounts.
• Perform outbound calls to perform Epic referral scheduling.
• For the purposes of cross-coverage, may perform duties in the Authorization area.
• Perform other related duties as assigned.

Interventional Radiology (IR) Track Duties:

• Coordinate pre-procedure testing and clearances and ensure complete and accurate documentation of pertinent information in Epic.
• Escalate complex cases as needed to RNs to ensure successful remediation.
• Provide practice support by handling physician messages and work queues as assigned.

Lead Duties:

• Help mentor other Specialists to resolve complex issues/cases.
• Coordinate lunch schedules to ensure coverage.
• Prepare agenda items for specialty pod huddles.
• Train assigned new and established Patient Service Specialists on demographic and insurance registration.
• Train new and established Patient Service Specialists on scheduling protocols.
• Help identify Specialists who may need additional coaching or training.
• Assist with the day-to-day activities relating to process problems/changes, inter-department communication, receiving feedback, and adjusting workflow.
• Identify opportunities to improve processes to support ever-changing requirements in healthcare.
• Work on escalated cases with higher complexity as assigned.
• Provide suggestions and recommendations to improve workflow, communication, and overall protocols.

Job Qualifications:

• High School Diploma or equivalent required.
• Minimum of 5 years of relevant experience in a comparable setting, including proficiency in medical terminology.
• For IR track, surgical or invasive subspecialty experience is required.
• Advanced customer service skills and the ability to maintain a pleasant and helpful demeanor through all situations.
• Advanced skills in problem assessment, using good judgment, and collaborative problem solving in complex and interdisciplinary settings.
• Ability and/or experience leading and influencing teams.
• Excellent verbal and written communication skills.
• Intermediate proficiency with Microsoft Office.
• Ability to work independently and follow through and handle multiple tasks simultaneously.
• Associates degree or higher preferred.
• Prior high volume customer service experience in a call center environment is preferred.
• Bilingual (English/Spanish) a plus.

Hourly Rate Ranges: $30.77 - $36.54

Note: Our salary offers will fall within these ranges based on a variety of factors, including but not limited to experience, skill set, training, and education.

61st Street Service Corporation

At 61st Street Service Corporation we are committed to providing our client with excellent customer service while maintaining a productive environment for all employees. The Service Corporation offers a competitive comprehensive Benefit package to eligible employees; including Healthcare and various other benefits including Paid Time off to promote a healthy lifestyle.

We are an equal employment opportunity employer and we adhere to all requirements of all applicable federal, state, and local civil rights laws.