The Villages Health · 2 months ago
Patient Support Operator (Part-Time) On-site
The Villages, FL
Part-time
Onsite
Entry Level
$16.25/hr - $18.09/hr
1+ years expThe Villages Health is a patient-centered primary care driven medical group committed to empowering communities to maintain their health. The Patient Support Operator will provide exceptional service by answering calls, scheduling appointments, and assisting patients with inquiries to enhance their experience at The Villages Health.
Elder CareHealth CareMedicalOnline PortalsPrimary and Urgent Care
Responsibilities
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
Qualification
Required
High school diploma
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
Preferred
Associate degree preferred
Benefits
Medical, Dental & Vision Insurance
Matching HSA & 401k
PTO & Paid Holidays
The Villages Charter School Eligibility
& much more!
Company
The Villages Health
The Villages Health is an online portal that provides quality healthcare providers for primary care and speciality care.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-07-03Acquired
Leadership Team
Bob Trinh
Chief Executive Officer
Braulio Vicente
Chief Operating Officer
Recent News
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