Call Center/ Patient Service Representative

• Promptly answers, screens, and processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
• Provides information on Henry J. Austin’s customers’ programs, policies, and procedures.
• Collects and enters patient intake information into the appropriate medical service software system to initiate the transaction. Documentation is to be concise, thorough, and accurate.
• Refers patients to the Henry J. Austin nursing team for triage and medical advice.
• Utilizes automated computer software to schedule appointments, and effectively communicate such information to the appropriate party per established protocols.
• Participates in internal and external educational opportunities relevant to the call center or customer service environment.
• Meets outlined Henry J. Austin quality benchmarks and/or quality indicators as monitored through audits or recordings.

• Supports organizational changes by demonstrating flexibility in providing coverage and/or availability for the call center or front desk patient registration via scheduling adjustments for unexpected absences, events, or call volume variances.
• Manages cash and efficient processing of co-pays. Ensures accuracy with insurance verification procedures.
• Facilitate interoffice team communication with respectful and constructive problem solving and resolve conflict among team members quickly and fairly.
• Maintains a working knowledge of all Provider clinical schedules, call and leave schedules.
• Shall efficiently use, monitor and maintain data from EHS modules including, but not limited to, Scheduling and Patient Registration.
• Must be able to tolerate frequent work interruptions, organize work and reset priorities in order to complete work responsibilities in a timely manner.
• Work is affected by frequent changes in procedures and state, federal, and agency regulations. Other changes requiring immediate response are computer changes in billing and accounting system and hospital/medical classification procedures.

ADDITIONAL RESPONSIBILITIES:

• Customer service oriented.
• Must be willing to work at all HJA locations, or remotely, on demand as needed based on business needs.
• Meets Henry J. Austin incentive standards in all categories on a quarterly basis.
• Team player.
• Meets the expectations of our internal and external customers in providing excellent service.
• Demonstrates positive customer relationship skills with all telephone encounters.
• Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels.
• Willingly performs other duties or tasks as assigned and handles multiple tasks effectively and efficiently.
• Promotes sense of pride in call center and positive interpersonal relations among all team members.
• Exhibits commitment to effective problem solving techniques when issues arise.
• Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.
• Demonstrates effective problem solving skills
• Performs other duties and assumes other responsibilities as apparent and/or as assigned by Patient Services Supervisor or Patient Access Director. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

• Graduation with proof of high school diploma or possession of an approved high school equivalency certificate required.
• A two-year college degree or other post-secondary education and/or training preferred.
• Employee must pass the presumptive eligibility NJ state exam (Medicaid enrollment exam) within the first year of employment.
• Exam preparation class is provided by the State of New Jersey with paid time off by HJAHC to attend a required training class.  Employee may be required to use their own earned time if repeat training classes are necessary.
• Failure to pass the Presumptive Eligibility NJ State exam (Medicaid Enrollment exam) within the first year of employment may subject the employee to termination from position.

• None required

• Skill in the application of modern office techniques and practices and the use and care of office machines and equipment.
• Computer literacy and proficiency.
• Bi-lingual Spanish preferred (may be required as indicated by job notice).
• Excellent communications and interpersonal skills.
• Ability to stay calm and professional under pressure.
• Must be courteous and have a pleasant/friendly disposition.
• Ability to work well with others and to assist the public cooperatively and courteously.
• Strong ability to work in a fast-paced environment and to remain on-task to produce high outcomes.