Patient Support Operator

The Villages, FL

Full Time

Spanish Springs, Main Street, The Villages, FL

Experienced

About The Villages Health

The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 700 team members. Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our purpose, mission and vision is to empower Villagers and the surrounding communities to live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. In doing so, The Villages Health is creating America’s Healthiest Hometown.

Our Full-time Benefits
Medical, Dental & Vision Insurance | Matching HSA & 401k | PTO & Paid Holidays | The Villages Charter School Eligibility | & much more!

Hiring Event
Please bring your resume and join us:

Friday, December 20th from 9:30 AM to 1:30 PM at Lake Deaton Care Center (779 Kristine Way, The Villages, FL 32163) – RSVPs are encouraged through Eventbrite at https://bit.ly/3YWMqkx

Starting at $16.25/hour & up with SIGN ON bonus!

Responsibilities:

The Villages Health consistently delivers over 98% patient satisfaction, and we are always looking for new ways to provide the best patient experience in all that we do. The Patient Support Operator (PSO) team is at the forefront of this experience, acting as a central service and support provider for all patients. How we answer the phone, handle calls and provide service to our callers is a reflection of our core values and care model.

In the Patient Support Center, our PSOs are responsible for taking inbound calls and/or placing return calls to patients who require additional support from The Villages Health team. PSOs are also responsible for confirming and/or rescheduling appointments, sending messages regarding prescription renewals, test results, and referral requests, assisting with directions, answering any questions or concerns that a patient may have regarding TVH patient portal and much more.

Duties and Responsibilities may include, but are not limited to:

Uses customer service principals and techniques to provide world class service.
Be a champion for The Villages Health brand, care model, care centers, services, clinicians, and the patient experience.
Represent our core values to patients and co-workers.
Provide superior patient service and support and care with a friendly, positive attitude.
Answer important patient questions and/or determine the best next steps and resources for first call resolution.
Send detailed messages to clinical and patient support staff in various departments and follow best practices for collaborating and servicing patient needs.
Track and report all call inquiries in the EMR by logging a patient case of all patient interactions.
Report the outcome of the call using wrap up codes.
Meet performance goals and SLAs for call volume, call time, answered calls, and more.
Meet specific quality measures for patient service and call resolution.
Achieve and maintain scheduling utilization of 85% or higher.
Adhere to compliance and HIPPA regulations.
Reports to a Patient Support Supervisor.
Other duties as assigned.

Education/Experience Requirements:

High school diploma
Associate degree preferred
1+ years Customer/Patient Service Experience, healthcare industry a plus
Experience in either a medical office or high-volume call center
Experience using EMR software applications.
Passion for providing superior patient service and hospitality.
Knowledge of medical terminology.
Knowledge of health care field.
Knowledge of legal and ethical considerations related to patient information.
Knowledge of customer/patient service principles, applications, and conflict resolution.
Skill in putting information in preferred medical record system, meeting clinic standards.
Skill in diffusing tense situations through diplomatic problem-solving.
Skill in using computer, phone, and medical records software.
Ability to communicate effectively with patients and staff via phone, in person and through email.
Ability to establish relationships with a wide variety of people.
Ability to multi-task and work in a fast-paced patient support center environment.
Ability to hit and exceed customer/patient service level and quality goals.
Knowledgeable in various software applications such as Athena, Radix, Counsel Ear.

Salary: $16.25 - $18.09

Salary is commensurate with experience.

Questions? Contact us at [email protected]

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I certify that I have read and understand the applicant instructions included with this application and that the answers given by me to the foregoing questions and statements made by me are complete and true to the best of my knowledge and belief.

I understand that any false information, omissions, or misrepresentations of facts called for in this application, whether on this document or not, may result in rejection of my application or discharge at any time during my employment.

I understand that The Villages Health is an equal opportunity employer and does not unlawfully discriminate in employment and this application form is intended for use in evaluating my qualifications for employment and that this application is not an offer of employment.

I further understand that if hired, my employment will be considered "at-will" and that my employment may be terminated for any reason, with or without cause or notice, at any time by me or the Company and that this application is not intended to constitute a contract of continued employment.

I hereby authorize The Villages Health to contact, obtain, and verify the accuracy contained in this application. I authorize all persons, educational institutions, corporations, companies, agencies, and references to supply any information concerning my background. This includes authorizing the release of information about non-judicial punishment that might have occurred in any branch of the military service. If an official background check of my credit and criminal history is needed, a separate Disclosure Statement and Authorization will be provided to me.

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Patient Support Operator

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