As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
Nemours is seeking a Patient Services Specialist (FULL-TIME) to join our Nemours Children's Specialty Care team in Jacksonville, Florida.
At our three clinic locations in the Jacksonville area, Nemours is a leading provider of pediatric specialty care in north Florida with many of our pediatric specialists regularly recognized as the “Best Doctors in America®.” We offer comprehensive, family-centered care in more than 30 pediatric specialties. Several of those specialties, offered in collaboration with Wolfson Children’s Hospital, have been named among the best in the country by U.S. News & World Report.
Thank you for your interest in our Patient Services Department. Taking care of kids isn’t part of what we do. It’s all we do. We’re recognized as one of the nation’s safest pediatric clinics — with teams that include some of the best doctors, nurses and support specialists around! We are looking for a Patient Services Representative who loves working in a fast-paced, customer service oriented environment. The right candidate will provide service to our patients and their families during inbound and outbound phone calls while scheduling appointments, capturing messages for the clinic staff and providers, addressing the needs of the customer, escalating patients’ health concerns in accordance with individual division guidelines while navigating complex situations by making sound effective decisions. We are seeking a candidate who is team oriented and will take pride in being able to excel in a fast-paced environment, empathize and take ownership of patient concerns, and display excellent customer service skills.
This position is responsible for performing as a customer service representative for all divisions. Accurately obtain and enter all essential information needed to complete registration and schedule appointments while following standard business practices. Provide excellent service to internal and external customers as a member of the PSS team.
Answers calls for multiple clinic specialties in an efficient and effective manner using standardized greeting, content, and closure of call.
Ensures accuracy in answering questions and assisting customer with requests to meet their needs.
Captures customer information and document using messaging system to clinic staff and/or providers. This includes prioritizing patients’ health concerns according to their urgency by following escalation guidelines.
Schedules appointments in electronic system by using guidelines for clinic/department.
Provides information to customer regarding appointment location, process steps, parking, paperwork, etc.
Offers to collect copays/prepayments prior to appointment.
Research, identify, and resolve customer complaints using the appropriate escalation guidelines
All other duties as assigned by supervisor.
Actively participate in continuous improvement developments with the team.
Keep abreast of all insurance and system changes/updates.
Demonstrate understanding of Nemours Intranet and IGuide.
Attend monthly staff meetings.
Attend rounding sessions with direct supervisor.
Review graded Calabrio calls and respond to direct supervisor as appropriate.
Medical Office or Call Center experience is required
At least 1 year of applicable experience
Customer service and Healthcare exp. preferred.
***External Applicants - Please be advised if you apply to this position, you will be asked to take an assessment as part of the application process. This could add an additional 20 to 45 minutes, based upon the assessment that corresponds with this position. Please allow yourself enough time to complete the test, as you will not be able to save your application and come back to complete it at a later time. Do not use your mobile phone to apply to this position; our assessment is not compatible with mobile devices at this time ***
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Nemours is committed to improving the health of children. As a non-profit children’s health organization, we consider the health of every child to be a sacred trust. Through family-centered care in our children’s hospitals and clinics in Delaware, New Jersey, Pennsylvania and Florida, as well as world-changing research, education and advocacy, Nemours fulfills the promise of a healthier tomorrow for all children — even those who may never enter our doors. Nemours began more than 70 years ago with the vision of Alfred I. duPont to improve the lives of children and to do whatever it takes to prevent and treat even the most disabling childhood conditions. Today, through our children’s hospitals and health system, we directly care for 250,000 children annually in Delaware Valley and Florida, including families who travel from across the country and world to see our specialists — treating every child as we would our own. We also reach beyond the walls of our hospitals and clinics to be a voice for children on a national and international level, and to lead the way in prevention, intervention, education, and research. Nemours is growing to better serve the children and families in our ca...re. We have 1.1 million square feet of space currently devoted to providing children’s healthcare or under construction, all designed with significant input and advice from our patients and families.