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PSC AGENT FINAL2 Job Description.doc

Patient Service Center Agent

JOB SUMMARY

Under the supervision of the Patient Service Center Coordinator, the Patient Service Center Agent will serve as the first point of contact for patients/callers and assist them in obtaining medical care and/or assist with resolving any issues.

JOB CLASSIFICATION:  108

ESSENTIAL FUNCTIONS

• Answer inbound patient scheduling calls based on department service level goals and address their concerns in a satisfactory manner.
• Makes outbound calls to patients to remind them of next day appointments.
•  Communicates with patients to schedule, re-schedule and/or cancel their appointment requests accurately by following practice scheduling protocols and tools.
• Accurately collects and performs data entry of all required demographics information when creating a new patient chart.
• Follow specific workflows to adhere to scheduling for various providers and templates.
• Uses professional communication etiquette and listening skills to assist patients with their scheduling needs.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support. 
• Utilize and maneuver between several different software systems.
• Meet specified goals and objectives as assigned by management on a regular basis.
• Always maintain confidentiality of account information.
• Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
• Assist with other projects as assigned by management.

KNOWLEDGE, SKILLS, & ABILITIES

• Positive attitude and ability to work well with others.
• Excellent communication skills.
• Professional articulate voice. Ability to communicate effectively, both orally and in writing.
• Ability to multi-task in several computer applications while holding a conversation. 
• Ability to perform the essential job functions of this job, with or without reasonable accommodations.
• Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint), and the ability to learn specialized computer applications.

EDUCATION

• Graduation from high school or equivalent is required.

WORK EXPERIENCE

• One year of work experience in a healthcare environment.
• Previous experience in appointment scheduling in a heal care environment is required (e.g. physician office, clinic, or hospital).
• Previous experience in call center environments (can be remote).

TYPICAL PHYSICAL DEMANDS

Requires sitting for long periods of time.  Occasional bending, stretching, or lifting.  Requires the ability to work under stressful conditions.  Ability to hear normal range of voice.  Ability to prepare written reports and use of telephone and other office equipment such as copier and fax.

TYPICAL WORKING CONDITIONS

Normal office environment.   Occasional evening or weekend work.