Patient Support Center Specialist

Commonwealth Pain and Spine
US - Kentucky - Louisville
January 26, 2025

About us:

Commonwealth Pain & Spine is a pain management network dedicated to improving the lives of our patients by treating their pain with the utmost respect and providing them with the most innovative, safe, responsible, and clinically proven pain relief possible. Our team of best-in-class physicians, administrators, and staff empathizes with the needs of our patients. We recognize that their pain is exhausting and debilitating and limits their quality of life. Relief from chronic pain is achievable in various degrees through our intelligent and multimodal team-based approach. Our entire team is committed to providing levels of patient satisfaction and overall clinical outcomes that far exceed the expectations of the medical community, referring physicians, and our customers.

Position Summary:

The Patient Support Team Member is responsible for answering incoming calls and responding to inquiries to the Patient Support Center in a timely and compassionate manner. This position warmly responds with information, assistance, and/or transfers the call to appropriate person or department. As a first point of contact, this role will create a positive, lasting impression for Commonwealth Pain & Spine patients, referring physicians, and every other caller in accordance with to CP&S operating standards.

Job Duties & Responsibilities:

Along with a team of Specialists, answers a high volume of incoming calls with extraordinary customer service with a focus on compassionate patient care, sometimes upwards of 150 calls each day
Responds sincerely to patient general information requests and/or inquiries
Set the patient's expectations for their first call to their visit, ensuring an outstanding patient experience
Maintains physician and clinical service information
Facilitates physician consultation requests; assists with patient referrals; transfers callers to clinical departments, as needed
Schedules patient appointments; pre-registers patients; obtains patient demographic and insurance information and updates; cancels/reschedules appointments accurately within the athenahealth EMR system
Provides assistance with scheduling and interface reports and edits
Answering telephone encounters/returning all voicemail calls/ensuring standards are met by all staff efficiently and accurately
Responding to telephone encounters from all offices/trouble shooting flow issues within Patient Support Team and clinic
Field non-clinical patient questions or transfer to appropriate clinical parties
Verifying accurate information provided to patients in clinic and through phone calls
Ensuring accurate follow up regarding treatment plans/medications/referrals
Treat all matters confidentially concerning patient information according to HIPAA guidelines.
Adhere to group productivity and quality metrics
Maintains a 20 call per hour threshold
All other duties assigned including duties performed for affiliates, assigns, lessees, contractors or other third parties

Requirements

Knowledge, Skills, & Abilities:

Exceptional customer service skills
Knowledge of modern office equipment and procedures.
Previous EMR experience, preferred
Athenahealth experience, preferred but not required
Strong computer, phone, written and verbal communication skills
Ability to effectively present information, respond to questions and professionally interact with physicians, office managers, employees, patients, referring physicians, co-workers, and all other callers
Ability to handle multiple simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner
Exhibit understanding of healthcare regulatory and compliance policy (e.g., HIPAA).
High integrity, including maintenance of confidential information
Ability to exercise good judgment and positively influence others, including handling confrontations with poise and efficiency

Education and Experience:

High school diploma; supplemented with two (2) years of customer service or related field
Front office and/or experience answering multiple phone lines
Experience in a medical call center setting, highly preferred
Excellent customer service skills required
Must be dependable, professional and a team player
Excellent organizational and communications skills and ability to work independently
Ability to adhere to deadlines

Benefits:

Competitive compensation
License and DEA Reimbursement
Annual Education/CME reimbursement
Comprehensive Health/Vision/Dental insurance options
Great PTO plan PLUS Paid Holidays
401k and matching available

Commonwealth Pain and Spine is an Equal Employment Opportunity Employer!

Read the full job description and apply online on the recuiter's web-site

Related Job Postings

Travel Nurse RN - Med Surg 1,707 per week

Supplemental Health Care

US - KY - KY - Frankfort
January 29, 2025

Supplemental Health Care is seeking a travel nurse RN Med Surg for a travel nursing job in Frankfort, Kentucky. & Requirements • Specialty: Med Surg • Discipline: RN • Start Date: ASAP • Duration: 13 weeks • 36 hours per week • Shift: 12 hours, nights • Employment Type: Travel As one of the largest...

Find Jobs Hiring Now Near You!

Get Jobilize Job Search Mobile App Now