Responsibilities
Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNet’s success is its people with the commitment to a better healthcare experience. When you join RadNet as our Patient Rescheduling Representative, you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators achieve the best clinical outcomes.
JOB SUMMARY
The Patient Rescheduling Representative plays a crucial role in the patient communication process for the Authorization Team. The representative will serve as the liaison between our patients and the
Authorization Team, handling all rescheduling/cancellation calls to our patients, as well as receiving
incoming patient rescheduling inquiries. This role will require superior customer service skills, and the
ability to navigate and de-escalate challenging situations. The Patient Rescheduling Representative will be an effective communicator, providing accurate information to our patients and successfully answering their inquiries. The Patient Rescheduling Representative is part of a dynamic team that delivers an exceptional patient experience through superior customer service, empathy, and patience.
You will:
- Monitor assigned rescheduling worklist and ensure patient contact within designated rescheduling time frame, utilizing all tools and required methods of communication.
- Take ownership of assigned accounts, perform necessary rescheduling follow-up, and understand when the account has been worked to its furthest extent.
- Review and follow rescheduling/cancellation instructions and authorization timelines, confidently relaying pertinent information to our patients, offering self-pay options and following cancellation protocols.
- Ensure all incoming patient inquiries are solved for and determine when escalation is needed.
- Investigate accounts requiring scheduling updates due to exam changes and appropriately reschedule appointments.
- Ability to de-escalate challenging rescheduling situations with little to no guidance.
- Demonstrate superior customer-service skills, empathy, and patience while adhering to rescheduling/cancellation protocols.
If You Are:
- High School Diploma or equivalent required.
- Bachelor’s degree in business, healthcare, or a related field preferred.
- Previous experience in a phone and/or customer experience/support role preferred.
- Previous experience working on authorizations or in radiology preferred.
- Strong interpersonal skills.
- Ability to handle inbound and outbound phone calls in the English language fluently.
- Knowledge and ability to navigate office equipment (such as computer) and understand computer applications such as Word, Excel, Outlook and webchat.
- Ability to scan and label documentation into a patient’s chart.
Ideal Candidate will possess:
- Maintain departmental Quality Index (QI) and productivity standards.
- Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
- Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
- Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
- Follows OSHA regulations, RadNet and site protocols, policies and procedures.
- Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
- but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
- Follows OSHA regulations, RadNet and site protocols, policies and procedures.
- Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
Pay Range: $18.57-$20.69 per hour
High school diploma or equivalent required; bachelor's degree in business, healthcare, or related field preferred; previous phone/customer experience preferred; fluent English; computer proficiency in Word, Excel, Outlook, and webchat.
Key Responsibilities
- rescheduling appointments
- handling patient calls
- de-escalating situations
Skills & Tools
Microsoft Word, Microsoft Excel, Microsoft Outlook, webchat
Job Details
- Category: Customer Service
- Seniority: No Prior Experience Required
- Commitment: Full Time
- Workplace: Remote — Maryland, United States
- Salary: USD 38,625 – 43,035 / year
- Languages: English
About RadNet
A radiology services provider leading radiology forward with advanced technology and patient care. — Industry: Healthcare