Patient Service Representative

$47,694 - $53,123/Yr

Montage Medical Group - Monterey, CA

Full-time - Entry Level

Monterey, CA

Ambulatory Health Care Services

About the position

The Patient Service Representative at Montage Medical Group is responsible for providing exceptional customer service by answering phone calls, scheduling appointments, and relaying accurate information to care teams. This role requires strong communication skills, the ability to multitask, and a commitment to patient-centered care, ensuring that all patient inquiries and needs are addressed effectively.

Responsibilities

• Answer all incoming calls with the standard greeting.
• Display exceptional customer service skills and assist patients to the best of your ability.
• Remain logged into the phone system at all times, focusing on meeting organizational goals and Service Level Agreements.
• Accurately document messages and route them to the appropriate care team in real-time.
• Follow policies and procedures to ensure all urgent calls are handled appropriately.
• Schedule patients with providers and resources according to detailed guidelines.
• Monitor Inbasket messages and emails.
• Build positive relationships with patients by providing excellent customer service.
• Identify opportunities to assist patients in various parts of their healthcare needs.
• Attempt conflict resolution and escalate issues when necessary.
• Assist Physicians and Medical Assistants as needed.
• Perform rescheduling and schedule management as assigned by practice manager or supervisor.

Requirements

• High school diploma or GED.
• At least three months of related experience in a healthcare setting or customer service.
• Experience with medical terminology, including CPT and ICD-9 codes.
• Understanding of medical insurance processes.
• Bilingual skills may be required.
• Computer literacy, including familiarity with Microsoft Windows and Microsoft Word.
• Ability to work under pressure and in stressful situations.

Nice-to-haves

• Experience in a healthcare setting preferred.
• Knowledge of NCQA standards and patient-centered medical home policies.

Benefits

• Health insurance