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 an important key role in Spectrum Health. 
Their core responsibility is to empower and assist our patients in accessing the vital services they require. 
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. Performance Management Appraisals will reflect performance on the below. 

Hours and location: 
 

Location: Head office in Sandyford and/or Clinic/s in network (including Drumcondra/Temple Bar/Rathmines) 
Flexibility is required: Monday-Sunday 
Hours: Minimum 20 hours per week 

Shift is as follows: 7:30am-22:00pm, with some night shifts as needed.

Start date: As soon as possible

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? 

Office 

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 Sandyford Office 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.

Coordinate 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 communicating with all relevant persons affected by any changes 

What are my responsibilities? 

Clinic 

All of the standard office responsibilities are also carried out onsite in Clinic with the addition of the following onsite responsibilities 

Meet and greet, answer door, notify clinicians of patient arrivals 

Keep patients informed of waiting times/delays 

Patient assistance (eg deploy ramp with clinician assistance) 

Manage walk-ins, DNAs, late arrivals, reschedules as they arise 

Coordinate rebookings, payments, cross referrals 

Manage deliveries (includes unpack and disposal of waste) 

Management of post 

General tidiness and waste management (including parking areas/common areas) 

Escalation of onsite issues (eg complaints/breakages/health & safety concerns) 

Complete sharps training (will be provided) 

Maintain a professional appearance and conduct