Service Agent, Patient Care Coordinator

About This Role

This role is responsible for providing excellent patient and provider experiences, managing schedules, and guiding patients through the intake process for a national mental health practice. You will ensure appropriate patient-provider matching and handle administrative tasks.

Responsibilities

• Answer incoming inquiries from patients, answer questions, and schedule appointments
• Make outbound phone calls to patients, pharmacies, and insurance companies
• Create and triage tickets in ServiceNow
• Ensure that providers are scheduled for best use of time
• Schedule appointments as needed in eClinicalWorks
• Support clinicians via Microsoft Teams Chat to schedule follow-up appointments, reach out to late patients, send referral information, and send discharge letters
• Monitor and complete tickets in ServiceNow to inform patients of insurance benefits, respond to patient inquiries, add insurance cards/IDs to patient documents
• Troubleshoot minor technological issues or escalate them to the helpdesk

Requirements

• Strong written and verbal communication skills
• Excellent customer service skills
• Ability to multitask while maintaining accuracy
• Enjoy working in a team-based environment
• Experience providing phone, email, and chat-based customer service
• Experience answering phones and multitasking in a fast-paced environment
• Experience scheduling appointments

Nice to Have

• Medical Reception experience
• Experience using an Electronic Health Record (EHR)
• Experience with Microsoft Teams

Skills

* Required skills

Benefits