Patient Services Representative

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients.  This population is typically underserved and very challenged with access to care.   To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care.  WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

The Patient Care Scheduler is essential to ensuring daily routing optimization and scheduling to maximize productivity.  The PCS will be extremely familiar with the aligned Nurse Practitioners geographical coverage area and maximize that knowledge to help optimize routing in alignment with technology solutions.  The PCS is an expert at communicating and building relationships over the telephone, in order to engage, schedule and support the Nurse Practitioners and members requests as it relates to the daily routing and schedule changes.  A normal ‘day in the life’ consists of conducting outbound calls to and from prospective Nurse Practitioners, and members to schedule, cancel, reschedule, and confirm a variety in-home annual and comprehensive wellness visits.

SKILLS & COMPETENCIES

Required Skills and Abilities:

• Must have great interpersonal skills, excellent verbal and written communication skills, with good command of the English language.
• Leverage systems, mapping tools and other resources to design an optimal route for the Nurse Practitioners schedules.
• Identify and address scheduling issues specific to the Nurse Practitioner's geographical area. Evaluates and creates alternative routes as necessary and anticipates future change needs.
• Effectively able to find and reschedule members into current or future appointments to maximize the Nurse Practitioner’s daily workload.
• Effectively and efficiently balance the needs of the members and Nurse Practitioners to optimize productivity.
• Schedule and reschedule member appointments to maximize the Nurse Practitioner’s schedule.
• Complete confirmation calls, and scheduled appointment changes.
• Must possess the ability to listen effectively, navigate tough conversations, handle objections gracefully, and understand and address the needs of patients
• Manage routing to ensure the Nurse Practitioner schedule adheres to the accuracy of the schedules.
• Annotate all telephone calls within the appropriate computer based systems
• Communicate effectively with other departments as required to ensure accurate scheduling.
• Provide timely and accurate updates to the Nurse Practitioner in regards to their daily shifts
• Ensure confirmation call, reminder calls are adhered to based on calling schedules
• Other tasks needed to accomplish team’s objectives/goals

Educational/Background Requirements:

• High School education or equivalent
• 2+ years customer service experience required; experience in health care is a plus

 Preferred Skills:

• Experience in routing, transportation or logistics
• Experience working with routing software and mapping applications as it applies to maximizing geography based routing
• Dynamic and engaging on the phone and demonstrate superb active listening skills
• Demonstrate basic skills in Google Workspace , Excel, or equivalent applications, and be familiar with call center software applications
• Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
• Ability to think independently and make decisions, while adhering to company standards and guidelines
• Ability to work independently while being a productive member of the team
• Bi-lingual (not required)

 Supervisory Responsibility: No supervisory responsibilities.

Travel requirements: No travel required.

Work Conditions: this is an in-office position.

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.