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Pelvic Rehabilitation Medicine · 3 months ago

Healthcare Administration Internship

West Palm Beach, FL

Internship

Onsite

Intern

$18/hr - $20/hr

1+ years exp

Pelvic Rehabilitation Medicine is seeking a Healthcare Administration Intern to provide effective customer service to patients and other medical facilities. The primary responsibility of this role is to handle scheduling for new patient visits and ensure that patients have a clear understanding of the services offered by PRM.

Health CareMedicalPersonal Health

Responsibilities

Answering phones via an automated system to respond to all inquiries made by patients, referring providers, insurance companies, and other medical facilities. Must be able to handle a high volume of incoming calls per day, typically 50-150 calls

Achieve performance targets in line with business objectives for assigned areas

Handling existing patient needs such as: re-scheduling patient appointments, medication requests, and notifications to our clinical offices as required via telephone calls and written notification to patients

Screening and routing patient calls to other departments efficiently, ensuring accurate patient data is routed into scheduling software (eCW)

Listening intently when reviewing patient experiences and care concerns by actively listening, instilling trust and confidence, and conveying professionalism to patients, providers, and staff members involved

Obtaining complete and accurate clinical, demographic, and financial information during the scheduling process, making sure to enter data in the scheduling system and other applications

Collects relevant caller data on every call to assist with measurement, tracking, and reporting activities to ensure timely patient follow-up and resolution of all appointment requests

Collecting all data necessary for the basic pre-registration and insurance verification and authorization process

Providing patients with prep and other appointment instructions via phone and email as necessary

Send electronic messages (telephone encounters) to clinical staff according to workflows

Recognize an emergent situation and triage calls to appropriate departments (Billing, Clinical, Operations)

Collects relevant caller data to assist with measurement, tracking, and reporting activities

Other duties as assigned

Qualification

HIPAA complianceCall center experienceCustomer serviceScheduling software (eCW)Medical terminologyMulti-taskingTeamworkOrganizational skillsCommunication skills

Required

Confidentiality of Information: This role has full access to patients' Protected Health Information (PHI) and must adhere to all confidentiality and privacy policies and procedures as required by HIPAA (Health Insurance Portability and Accountability Act of 1996)

Ability to meet performance standards of a fast-paced call center that handles a large volume of inbound calls and makes a large volume of outbound calls to follow up with website appointment requests

Ability to answer incoming telephone calls in a fast-paced call center environment

Must be able to multi-task (i.e., accurately research and document calls while speaking on the telephone) with appropriate speed and accuracy

Ability to analyze complex provider schedules and workflows

Ability to assess the root cause of the inquiry to provide a first-call resolution – which is often scheduling an appointment

Always maintain positive customer service and articulate well when speaking to patients, family members, employees, and medical staff

Prior customer service experience

High school or equivalent (Required)

1+ years of experience working in healthcare

Experience working with a team