Job Description

Job Summary:

The Customer Service Representative (CSR) is the first point of contact for patients and plays a critical role in delivering an exceptional patient experience. This position is responsible for managing inbound calls, scheduling appointments, verifying patient information, creating and processing orders in the electronic medical record (EMR) system, and conducting outbound patient outreach. The ideal candidate is customer-focused, detail-oriented, and able to manage multiple tasks in a fast-paced healthcare environment while maintaining the highest standards of professionalism and patient confidentiality.

Key Responsibilities

Patient Call Management

• Log in to the phone queue system (Elevate) at the start of each shift and remain available to receive incoming calls.
• Answer calls promptly and professionally using the approved greeting:
• Thank you for calling Las Vegas Neurology Center. My name is _____. How may I assist you today?
• Address patient inquiries, provide accurate information, and ensure a positive patient experience.
• Escalate patient concerns or issues to the appropriate department when necessary.

Appointment Scheduling

• Schedule appointments accurately based on patient needs and provider availability.
• Coordinate and manage:
• New Patient Consultations
• Follow-Up Appointments
• Neuro-Ophthalmology Appointments
• Neuropsychology Appointments
• Confirm appointment details and provide patients with any necessary instructions.
• Reschedule appointments as needed while ensuring schedule accuracy.

Patient Registration & Demographic Verification

• Verify and update demographic information for established patients.
• Collect and enter complete demographic information for new patients.
• Maintain accurate and up-to-date patient records in the EMR system.
• Ensure all patient information is documented in compliance with HIPAA and company policies.

Order Creation & Documentation (Greenway EMR)

For Follow-Up Patients:

• Access the patient chart and create an Order Note.
• Enter the appropriate assessment and supporting documentation.
• Generate the applicable order type:
• Continuation of Care (COC)
• Follow-Up
• Follow-Up – Needs Referral

For New Patients:

• Access the patient chart and create an Order Note.
• Enter the appropriate assessment and supporting documentation.
• Generate the applicable order type:
• New Patient
• New Consultation

Patient Outreach & Order Tracking

When call volume is low, the CSR is expected to:

• Access the Orders Tracking system and review pending scheduling opportunities.
• Conduct outbound calls to patients requiring appointments or follow-up.
• Schedule patients according to provider availability and clinical requirements.
• Accurately document all patient communications and scheduling activities.

Cancellation & Rescheduling Management

• Monitor appointment cancellations through Phreesia.
• Contact patients to reschedule canceled appointments promptly.
• Review available openings and optimize provider schedules.
• Process provider-related appointment cancellations and assist with patient rescheduling.
• Coordinate office cancellations due to provider unavailability and ensure affected patients receive timely communication.

Qualifications

• Bachelor's degree required.
• At least 1 year of customer service, call center, healthcare, or patient scheduling experience.
• Experience with EMR/EHR systems.
• Strong communication, organizational, and multitasking skills.
• Proficient in Microsoft Office and other healthcare-related software.
• Detail-oriented with a strong commitment to patient satisfaction and data accuracy.