Gladstone Psychiatry and Wellness is currently recruiting well qualified candidates for the position of Patient Services Liaison to work in our call center. Patient Services Liaisons will provide exceptional customer service to each patient, parent and/or provider who need assists in scheduling an appointment, medication refill, portal assistance, inquiries and resolving issues or complaints.

Duties/Responsibilities:

• Respond to patients via telephone or email in a professional manner to provide support and information on company services and appointment availability
• Respond to all email inquiries and faxes.
• Schedule new, follow-up and transfer patient appointments using computerized patient information system in a manner which facilitates efficient patient flow.
• Accurately enter patient’s information, demographics, insurance information into the database system.
• Email patient’s appointment confirmation with provider’s name, location, date, and time of visit.
• Reschedule appointments as needed
• Ensure all appointments are on the IES Spreadsheet.
• Ensure all appointments are on your Checklist Spreadsheet.
• Respond to Skype messages (as needed)
• Communicate to staff and other departments through Skype
• End each telephone call with a wrap-up code
• Email provider when same day appointment is scheduled.
• Maintain strict patient confidentiality and Federal HIPPA regulation.
• Clearly & concisely document every patient request and pertinent information so that the practice can respond to patient needs.
• Ensure that calls are handled efficiently to attain daily goals.
• Coordinates work efforts with other team members to achieve an efficient workflow and time adherence within the office.
• Maintain strong knowledge of all site protocols and physician schedules/changes to ensure appropriate information is provided to patients.
• Responsible for responding to all in-coming calls within 3 rings; respond to all emails and messages within 1 business day.
• Perform other office duties as assigned by manager.

Required Skills/Abilities:

• Excellent organizational skills and attention to detail.
• Ability to prioritize tasks
• Ability to function well in a high-paced environment.
• Requires a working knowledge of effective interpersonal communication and customer service excellence
• Requires working knowledge of Microsoft Word, Microsoft Excel, Google, and other applications
• Requires proficient typing skills
• Requires the ability to talk and type simultaneously
• Requires excellent verbal and written communication, professional telephone manners and interpersonal skills to interact with patients, family members, providers, and external agencies.
• Requires the ability to work with diverse populations and personalities