Responsibilities

The Patient Services Representative Medical Assistant (Remote) position for the Dignity Health Medical Group offers a unique opportunity to contribute to patient care from a distance. In this role, you will be the first point of contact for patients, providing exceptional customer service, managing appointments, and addressing patient inquiries with empathy and efficiency. You will collaborate with healthcare professionals to ensure accurate patient information, facilitate smooth communication, and maintain comprehensive electronic health records. Utilizing your medical knowledge and administrative skills, you will support the delivery of high-quality healthcare services, ensuring patient satisfaction and operational excellence. This remote position requires a proactive, detail-oriented individual who thrives in a dynamic environment and is dedicated to improving patient experiences.

• Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.).
• Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
• As appropriate, train and handle onboarding of new members to departmental standard operating processes, explanation of available services, tools, resources, and availability of providers.
• Update patients of the status of their referral or authorizations.
• Answers, screens, and processes a high volume of incoming calls in a professional manner.
• Directs patient access to the practice by scheduling and canceling patient appointments for multiple providers.
• Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines.
• Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
• Communicates, to patients and internal and external ordering physicians’ offices, complex exam preparations instructions including, but not limited to, appointment arrival expectations, necessary documents requirements, outstanding balances, estimated co-pays, and other necessary preparations instructions in a courteous manner.
• Documents clinically relevant findings in the patient’s record following DHMF approved protocols.

• Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.).
• Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
• As appropriate, train and handle onboarding of new members to departmental standard operating processes, explanation of available services, tools, resources, and availability of providers.
• Update patients of the status of their referral or authorizations.
• Answers, screens, and processes a high volume of incoming calls in a professional manner.
• Directs patient access to the practice by scheduling and canceling patient appointments for multiple providers.
• Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines.
• Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
• Communicates, to patients and internal and external ordering physicians’ offices, complex exam preparations instructions including, but not limited to, appointment arrival expectations, necessary documents requirements, outstanding balances, estimated co-pays, and other necessary preparations instructions in a courteous manner.
• Documents clinically relevant findings in the patient’s record following DHMF approved protocols