Patient Services Agent

Who are we?

Spectrum Health are one of Ireland’s largest Primary Care and Allied Healthcare providers,  operating  both a nationwide network of clinics and an online Virtual Service.
We provide  Doctor,  Nursing, Physiotherapy, Podiatry, Dietetics, and Ergonomic services to our patients, on a private, corporate or insurance cover basis.

Who are we looking for?

The Patient Support Agent is a n important  key role in Spectrum Health.
Their core responsibility is to empower and  assist  our patients in accessing the vital services they  require . You will be joining a strong and supportive team, with a true passion for the work that they do!
Detailed below are the expectations of the role. This is not an exhaustive list and is subject to change as demands on the company change.

Hours and location:

This role will be based in our clinics in either Drumcondra/ Temple Bar / Rathmines. There may be some opportunity to work from home also.

This role requires flexibility from Monday - Sunday, with a minimum of 20 hours per week. Shifts can be between 8am and 10pm.

What qualifications & experience do I need?

- Previous experience in a customer service role preferred.

- Strong communication and interpersonal skills, with the ability to interact effectively with patients, clinicians and third parties.

- Excellent organisational and multitasking abilities, with attention to detail and accuracy.

- Proficiency  in using computerised systems for scheduling, billing, and electronic medical records.

- Ability to work independently as well as part of a team in a fast-paced environment

What are my responsibilities?

- Handle complex queries received via email or phone.

- Fulfilment of customer bookings, payments,   rescheduling   and cancellations for both   Doctor   and Allied Health consultations.

- Working in our clinics   supporting our clinicians, greeting patients and visitors in a friendly and professional   manner,   providing   assistance   with inquiries, appointment   scheduling   and the general registration process.

- Collect and verify patient demographic and insurance information during the registration process and update electronic medical records accordingly.

- Verify patient insurance coverage, obtain pre-authorisations as needed, and assist   patients with understanding their insurance benefits and coverage options.

- Assist   patients with billing inquiries, explain charges and payment options, process payments, and coordinate financial   arrangements   as necessary.

- Follow instructions from case managers and communicate with patients via phone, email, or in person (in clinic) to provide appointment reminders, follow-up instructions, treatment plans, test results, and other relevant information using the case management system to   record results. Some case management services may also be   required .

- Provide general administrative support as and when   required   to our clinicians keeping our patient management system   updated at all times .

- C oordinate referrals to clinicians and communicate referral details to patients.

- Participate   in quality improvement initiatives and contribute ideas for enhancing patient services, workflow efficiency, and overall patient satisfaction ensuring strict compliance with the Spectrum Health ISO9001 Quality Management System.

- Support the Service Delivery team to ensure that we have cover in place and any changes in schedules for Allied Health practitioners, Doctors and Drivers are fulfilled, including commun icating with all relevant persons affected by any changes

- Manage walk-in s , DNAs, late arrivals, reschedules as they arise