Thevillageshealth.com



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|JOB TYPE: |Jr. Patient Service Representative – Specialty Care Center |

|HOME COMPANY: |Villages Health, LLC |

|HOME BUSINESS UNIT: |The Villages Health                                          |

|REPORTS TO: |Marketing and Sales Director |

|FLSA STATUS: |Non-Exempt |

|PRE-REQUISITE: |none |

|UPDATED/REVIEWED: |12/31/2017; 4/25/2018    |

|FILE CODE: |85.1875                          |

|ABOUT THE VILLAGES HEALTH |  |

The Villages Health, located in Florida, is on a mission to become America’s Healthiest Hometown, and that starts with each and every member of our Community. Our care model empowers patients to live their healthiest life ever by giving them more 1:1 time with physicians, eliminating wait times, coordinating care with specialists and practitioners, involving patients in care decisions and providing complimentary resources that teach disease prevention and management. With 8 care centers and 13 specialties, we are able to provide seamless care that keeps our patients healthy and heals them quickly. As a result we have 98% patient satisfaction rates and consistently perform within the top 1% nationally for quality care.

|SCOPE OF RESPONSIBILITIES |  |

The Villages Health consistently delivers over 98% patient satisfaction and we are always looking for new ways to provide the best patient experience in all that we do. The Patient Service Representative (PSR) team is at the forefront of this experience, acting as a concierge for all new patients.

In the Care Center, our PSRs are responsible for acquiring new patients and ensuring a consistent and positive new patient experience. From reaching out to existing patients who are eligible for Medicare Advantage, as well as potential new patients to help them understand our care model, to giving tours, scheduling first appointments and completing new patient paperwork – our PSRs make every new patient, specifically those over the age of 65, feel welcome and at ease.

The Junior Patient Service Representative – Specialty Care Center is a full-time member of the PSR team, responsible for assisting new patients during the check-in/check-out process to ensure a smooth patient experience, including assisting with new patient paperwork and new patient welcome materials, as well as sharing information about our primary care services and other specialty services.

|ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. While this is intended to be an accurate reflection of the current job, management reserves the |  |

|right to revise the job or to require that other or different functions be performed when circumstances change or exigencies require (this includes but is | |

|not limited to emergencies, changes in personnel, workload, rush jobs, or technological developments). | |

• Be knowledgeable of The Villages Health brand, care model and the new patient experience.

• Represent The Villages Health brand in the Specialty Care Center.

• Assist the Care Center PSR with processing new patient packets.

• Check out new patients at Specialty Care Center after their first appointment.

• Walk new patients through the New Patient Welcome Packet, including information regarding how to set up their online portal, use the mobile Healow application, request medication refills and use of our 24/7 services.

• Inform patients of our other services, including both primary care and specialty care services.

• Identify opportunities for new Primary Care Patients, specifically UHCMA, and introduce or schedule them to meet with the Care Center Patient Service Represenative.

• Ask new patients to complete the Patient Satisfaction Survey after their visit, and/or leave a positive review online.

• Assist the Care Center PSR with writing and sending greeting cards to welcome new patients to the practice.

• Provide support to other PSRs, volunteer for special projects and participate in meetings.

• Adhere to compliance and HIPPA regulations.

• Report to the Patient Services Call Center Supervisor.

|EDUCATIONAL REQUIREMENTS |  |

• High school diploma

• Associate’s degree preferred

|EXPERIENCE |  |

• 1 year Customer Service Experience, healthcare industry a plus

• Experience in a medical office or primary care office is ideal

• Knowledge of Medicare insurance preferred

• Passion for patient service

|KNOWLEDGE/SKILLS/ABILITIES |  |

• Knowledge of medical terminology.

• Knowledge of health care field, specifically Medicare and Medicare Advantage.

• Knowledge of legal and ethical considerations related to patient information.

• Knowledge of customer service principles, applications and conflict resolution.

• Skill in putting information in preferred medical record system, meeting clinic standards.

• Skill in diffusing tense situations through diplomatic problem-solving.

• Skill in using computer, medical records software, and customer relationship management tools.

• Skill in Microsoft Office, including Excel, Word and Outlook.

• Ability to communicate effectively with patients and staff via phone, in person and through email.

|PHYSICAL DEMANDS |  |

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Combination of standing, sitting, bending, and reaching. May work at computer monitors for prolonged periods of time using fingers to keyboard, handle or feel. Workload will be heavy at times.

|WORK ENVIRONMENT |  |

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Office environment with standard office equipment with emphasis on telephones and EMR. Noise level is low to moderate.

|ACCESS TO PROTECTED HEALTH INFORMATION (PHI) |  |

WORK ENVIRONMENT

This position requires LIMITED access to Protected Health Information (PHI), and will adhere to HIPAA regulations regarding PHI.

Employee and supervisor have reviewed the above job description and determined that it accurately reflects the position.

Employee acknowledges and agrees that he/she is qualified to perform the essential functions of the position with or without accommodation.

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Employee Name

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Employee Signature Date

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