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Patient Services Representative

Apply Job ID 18623 Date posted Jan. 21, 2021 Location West Allis, Wisconsin Full Time / Part Time Full time (FT)

Quad/Graphics

Nearly thirty years ago, QuadMed was born out of the idea that health care should be simple. By providing employers and their employees with quality onsite and near-site primary care, with a focus on wellness and prevention, we make a culture of health and well-being possible. Our caregivers working as a team, and with ample appointment times, have the opportunity to build meaningful patient relationships that produce measurable health improvement results. We’re proud to be a nationally recognized leader committed to transforming health care for the better. At QuadMed you can showcase your skills and your passion for patient care.

QuadMed is seeking a Patient Services Representative to join our Call Center team based in the West Allis, WI Clinic. The Patient Services Representative answers inbound calls to support a variety of clinic operations. This includes scheduling appointments, placing outbound calls to educate and inform eligible patients about QuadMed services, and other patient related projects.


Key Responsibilities

  • Answers incoming patient/clinic telephone calls professionally; addresses and responds to patient/clinic inquires and requests; researches required information utilizing EMR and available resources; ensures patient/clinic needs are resolved.
  • Develops and maintains positive patient/clinic staff relations; coordinates with various groups within the company to ensure patient requests and questions are handled according to SOP. 
  • Identifies difficult or priority issues and escalates them appropriately; ensures such issues are handled with care and immediacy.
  • Performs follow up patient/clinic calls where necessary; completes call logs/documentation in a timely and accurate manner; 
  • Responds to customer questions via telephone and written correspondence regarding clinic benefits, RX refills, eligibility, and website. 
  • Answers mainline telephone calls and routes them appropriately.
  • Performs other duties and projects as assigned.

Qualifications
Education

  • High School diploma or GED required; associate’s degree preferred

Experience

  • Minimum of 1 year of customer service and/or clerical experience required
  • 1 year of experience in an automated call center environment preferred

Knowledge, Skills & Abilities:  

  • Excellent verbal/written communication and interpersonal skills 
  • Professional demeanor- positive communication, team skills/cross function cooperative 
  • Ability to make recommendations to effectively solve problems, using judgment consistent with standards, practices, policies, and procedures
  • Expertise of Microsoft Office, including Word, Excel, Outlook, Email and PowerPoint
  • Demonstrated proficiency to focus on details, handle multiple tasks, and remain highly organized in a fast-paced environment 
  • Proactively seeks, understands and responds to the needs and expectations of both internal and external clients
  • Typing skills of 45-50 WPM

Additional Company Information 
We offer excellent benefits to eligible employees, including 401(k), holidays, vacations and more!
QuadMed and Quad is proud to be an equal opportunity employer and values diversity. We are committed to creating a place of belonging — a space where employees do not need to sacrifice who they are to exist and grow in our workplace. QuadMed and Quad does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or any other basis prohibited by applicable federal, state, or local laws. QuadMed and Quad also prohibits harassment of applicants and employees based on any of these protected categories.
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