Patient Services Representative

Summary of Job

A Patient Services Representative’s goal is to assist the patients of Revenue Cycle clients in understanding and settling their patient balances.  

Essential Duties and Responsibilities

• Professionalism 
o Follows all company policies as defined by eMDs leadership and the HR department.
o Follows the direction, guidance, processes, and policies as defined by management and eMDs leadership.
o Follows all Revenue Cycle Services written policies correctly the first-time and every time.
o Responds to all customer requests for assistance in a timely manner.

• Attitude
o Responds to all customer and leadership requests in a professional, courteous, and respectful manner. 
o Maintains a positive “can-do” attitude that fosters a positive team environment.
o Proactively learns new things that increase personal skills and customer issue resolution.

• Communication
o Consults directly with customers via phone.
o Listens attentively to leadership, team and customers to gain a comprehensive understanding of issue/request.
o Clearly communicates (verbal and written) in a professional, courteous, and respectful manner.
o Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset.

• Product, Process and System Knowledge
o Learns core revenue cycle processes in order to effectively communicate with customers.
o Learns all applicable eMDs software systems and can navigate between them efficiently.
o Learns how and when to escalate issues and follows established process.

• All other duties as required