Patient Services Representative (Urology Call Center)

Quick Facts

• Role: Patient Services Representative (Urology Call Center)
• Focus: Patient scheduling and insurance guidance

Description

Serve as the first point of contact for patients calling to schedule appointments and access care. The role includes scheduling, answering general questions, updating registration and insurance coverage, and verifying network participation using payor rosters. You will document patient concerns clearly so clinical and operational teams can resolve needs in a timely manner while meeting performance metrics.

Responsibilities

• Schedule, reschedule, and cancel patient appointments
• Answer patient inquiries and guide patients through next steps in care
• Update patient demographics/registration and insurance coverage
• Verify network participation and reference payor rosters as needed
• Document patient concerns and requests for care team follow-up
• Follow departmental Standard Work, workflows, and organizational policies
• Meet productivity and quality metrics (average handle time, after-call work, service level, quality monitoring, scripting compliance)
• Provide professional, empathetic customer service

Requirements

• High school diploma (or equivalent education/experience)
• 1 year of recent relevant experience
• Basic knowledge of insurance policies/procedures and patient billing
• Ability to interpret a variety of data and instructions (written, oral, diagrams, schedules)
• Strong written and verbal communication
• Time management and organizational skills; ability to prioritize and meet deadlines
• General computer knowledge (Microsoft Office Suite: Word, Excel, Outlook)
• Ability to work independently and in a team environment with interruptions
• Ability to resolve standard problems using established options
• Ability to ensure privacy of Protected Health Information (PHI)
• Collaboration with peers and staff to meet departmental and corporate objectives

Benefits

• Benefits available