Patient Representative II

Job Title – Position Description: Patient Representative II 

Reports to: Manager Surgical Services

MISSION

The Patient Representative II is responsible for obtaining pre-operative risk stratifications from outside providers and scheduling referred patients to the appropriate provider. This autonomous role requires attention to detail and effective workflow management. 

OUTCOMES

• Receive and schedule referral requests through various modalities with a sense of urgency while maintaining a consistent workflow.
• Initiate and obtain pre-operative risk stratification requests with a sense of urgency while maintaining a consistent workflow.
• Ensure optimal customer service by utilizing provided feedback to enhance patient and outside provider experience.
• Utilize departmental and interdeparmental resources to determine appropriate actions required in order to satisfy patient need.
• Able to efficiently manage a high quantity of requests to provide optimal patient outcomes.
• Using excellent customer service skills, communicates in an effective and professional manner across all modalities to develop valuable interorganizational relationships.

COMPETENCIES

Job Related Competencies:

1. Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
2. Demonstrates Self Awareness: Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
3. Resourcefulness: Securing and deploying resources effectively and efficiently.
4. Manages Complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
5. Builds Networks: Effectively building formal and informal relationship networks inside and outside of the organization.

Cultural Competencies:

Advanced Values:

1. People
   • Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
2. Heart
   • Patient Focus: Building strong patient relationships and delivering patient centric solutions
3. Service
   • Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity
4. Excellence
   • Cultivates Innovation: Creating new and better ways for the organization to be successful

Behaviors:

1. Being Resilient: 
   1. Rebounding from setback and adversity when facing difficult situations
2. Self-Development: 
   • Actively seeking new ways to grow and be challenged using both formal and informal development challenges
3. Optimizes Work Processes: 
   • Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
4. Professional Communication:
   • Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences, while maintaining a professional appearance and tone

QUALIFICATIONS

Basic Qualifications:

Education:

• High School Diploma or GED 

Previous, Job Relevant Work Experience: Level 1

• 2 years of recent customer service experience, involving direct interaction with customers
• Typing Speed: 50 Words Per Minute, minimum

Previous, Job Relevant Work Experience: Level 2

• 2 years of recent customer service experience, involving direct interaction with customers
• 2-3 years of call center experience
• Typing Speed: 50 Words Per Minute, minimum

Preferred Qualifications:

Previous, Job Relevant Work Experience:

• 3+ years of customer experience 
• Working experience in call center setting
• Working experience in healthcare setting
• Working knowledge of healthcare insurance benefits
• Fluent in Spanish