Patient Service Representative – Patient Triage

Job Description

Patient Care Intake Representative – Remote | KPH HEALTHCARE SERVICES, INC

The Tone:
This is an entry-level, remote role at KPH HEALTHCARE SERVICES, INC, an organization dedicated to delivering essential healthcare services. This position holds a crucial responsibility in managing the high volume of incoming patient and customer inquiries. By following established protocols and procedures, this role ensures efficient service delivery and significantly contributes to improving overall patient satisfaction through effective assessment, categorization, and prioritization of every interaction.

The TL;DR
• Role: Entry Level
• Location: Remote
• Team: Operates under direct supervision, following defined protocols and procedures; may also assist in orienting and training new team members as needed.
• Mission: To expertly assess, categorize, and prioritize all incoming customer and patient inquiries, directing them to the appropriate resources or personnel for efficient resolution and enhanced patient satisfaction.

What You’ll Actually Do
• Call Management: Provide comprehensive help desk phone coverage, managing both incoming and outbound calls, and precisely directing them to the appropriate KPH staff members.
• Patient Inquiry: Quickly and efficiently evaluate the nature, urgency, and complexity of diverse patient calls to ensure proper initial assessment.
• Service Routing: Direct calls to the correct department, specialized team, or specific individual based on the thoroughly assessed needs and urgency of the patient.
• Issue Resolution: Proactively provide effective resolution to various customer service issues as required, consistently working to ensure high member satisfaction.
• Prescription Processing: Manage and assist with prescription processing tasks as needed, specifically during periods when not actively handling patient inbound calls.

The Must-Haves
• Background: Entry-level career standing; a minimum of a High School Diploma or GED is required.
• Experience: Demonstrated experience in a customer service-related field is essential.
• Skills: Exceptional phone and listening skills; superior written and verbal communication abilities; excellent computer and keyboarding proficiency; strong time management skills for prioritizing and managing high call volumes while maintaining accuracy; excellent organizational skills; and proven empathy and patience when interacting with patients.
• Bonus: Preferred qualifications include a Pharmacy Technician or related certification, or 6-12 months of experience as a pharmacy technician. For employees in Mississippi, registration with the State of Mississippi as a Pharmacy Technician is required.