Patient Services Agent

Who are we?

Spectrum Health are one of Ireland's largest Primary Care and Allied Healthcare providers,operatingboth a nationwide network of clinics and an online Virtual Service.

We provideDoctor,Nursing, Physiotherapy, Podiatry, Dietetics, and Ergonomic services to our patients, on a private, corporate or insurance cover basis.

Who are we looking for?

The Patient Support Agent is an importantkey role in Spectrum Health.
Their core responsibility is to empower andassistour patients in accessing the vital services theyrequire.
Detailed below are the expectations of the role. This is not an exhaustive list and is subject to change as demands on the company change. Performance Management Appraisals will reflect performance on the below.

Hours and location:

Location:Head office in Sandyfordand/or Clinic/s in network (including Drumcondra/Temple Bar/Rathmines)
Flexibility isrequired: Monday - Sunday. Availability to work every weekend is required.
Hours:Minimum20 hours per week

Shift is as follows: 8:00am-22:00pm

Start date: As soon as possible

What qualifications & experience do I need?

• Previous experience in a customer service role preferred.
  
• Strong communicationand interpersonal skills, with the ability to interact effectively withpatients, clinicians and third parties.
  
• Excellent organisational and multitasking abilities, with attention to detail and accuracy.
• Proficiencyin using computerised systems for scheduling, billing, and electronic medical records.
  
• Ability to work independently as well as part of a team in a fast-paced environment

What are my responsibilities?

Office

• 
  Handle complex queries received via email or phone.
• Fulfilment of customer bookings, payments,reschedulingand cancellations for bothDoctorand Allied Health consultations.
  
• Working in ourSandyford Officesupporting our clinicians, greeting patients and visitors in a friendly and professionalmanner,providingassistancewith inquiries, appointmentschedulingand the general registration process.
• Collect and verify patient demographic and insurance information during the registration process and update electronic medical records accordingly.
• Verify patient insurance coverage, obtain pre-authorisations as needed, and
  assistpatients with understanding their insurance benefits and coverage options.
  
• Assistpatients with billing inquiries, explain charges and payment options, process payments, and coordinate financialarrangementsas necessary.
  
• Follow instructions from case managers and communicate with patients via phone, email, or in person (in clinic) to provide appointment reminders, follow-up instructions, treatment plans, test results, and other relevant information using the case management system torecord results. Some case management services may also berequired.
  
• Provide general administrative support as and whenrequiredto our clinicians keeping our patient management systemupdated at all times.
  
• Coordinate referrals to clinicians and communicate referral details to patients.
  
• Participatein quality improvement initiatives and contribute ideas for enhancing patient services, workflow efficiency, and overall patient satisfaction ensuring strict compliance with the Spectrum Health ISO9001 Quality Management System.
  
• Support the Service Delivery team to ensure that we have cover in place and any changes in schedules for Allied Health practitioners, Doctors and Drivers are fulfilled, including communicating with all relevant persons affected by any changes

What are my responsibilities?

Clinic

All ofthe standard office responsibilities are also carried out onsite in Clinic with the addition of the following onsiteresponsibilities

• Meet and greet, answer door, notify clinicians of patient arrivals

• Keep patients informed of waiting times/delays

• Patientassistance(egdeploy ramp with clinicianassistance)

• Manage walk-ins, DNAs, late arrivals, reschedules as they arise

• Coordinaterebookings, payments, cross referrals

• Manage deliveries (includes unpack and disposal of waste)

• Management of post

• General tidiness and waste management (including parking areas/common areas)

• Escalation of onsite issues (egcomplaints/breakages/health & safety concerns)

• Complete sharps training (willbe provided)

• Maintain a professional appearance and conduct