Job Title: Patient Service Representative
Worksite location: On-site – Irving, TX
Duration: 3+ months with possibilities of extension
Shift: 8:00 AM – 5:00 PM

Job Responsibilities:

• Answer inbound calls from patients and providers regarding appointments and general inquiries
• Refer calls to providers according to protocols
• Track appointments and document information completely, timely, and accurately
• Make outbound calls to remind patients of appointments or to coordinate resolution of care opportunities with patients, providers, and pharmacies
• Demonstrate sensitivity to issues and show proactive behavior in addressing customer needs
• Escalate transactions when defined by protocols
• Demonstrate active listening and empathy in all interactions
• Demonstrate effective communication through proper tone, pace, volume, grammar, and pronunciation
• Demonstrate courtesy in each interaction
• Control the interaction to ensure each of the consumer’s inquiry is handled completely and efficiently
• Meet key performance goals established including quality and attendance
• Maintain confidentiality and adhere to HIPAA requirements
• Perform other duties, as assigned

Required Qualifications:

• High School Diploma/GED or equivalent
• Healthcare background

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