United Digestive

Patient Service Representative

• Perform advanced scheduling for patient appointments, procedures, follow-up office visits, and ancillary services
• Answer incoming calls while providing quality patient care and customer service
• Schedule, reschedule, and manage cancellations and no-shows
• Maintain and update physician schedules and endoscopy block time
• Collect and record accurate patient information according to AGA Documentation Requirements
• Schedule procedures in AGA endoscopy suites or hospitals when necessary
• Schedule applicable ancillary services at AGA
• Handle Patient Portal and website information or appointment requests
• Mail or email information packets to new patients
• Address appointment questions and information requests from referring providers
• Provide patients and relatives with information regarding medical treatment or procedures; distribute or mail preparations when necessary
• Meet or exceed quality and productivity standards
• Answer emails and voicemails and return patient calls promptly
• Complete staff requests for information to support payment on patient accounts
• Abide by and promote HIPAA compliance and maintain strict confidentiality
• Participate in staff meetings, marketing activities, and ongoing customer service training
• Perform other assigned duties and special projects

• Perform advanced scheduling for patient procedures, follow-up visits, and ancillary services
• Answer incoming calls while providing quality patient care and customer service
• Schedule, reschedule, and manage cancellations and no-shows
• Maintain physician schedules and endoscopy block time
• Collect and record accurate patient information according to AGA Documentation Requirements
• Schedule procedures in AGA endoscopy suites or hospitals when necessary
• Schedule applicable ancillary services
• Handle requests received through the eCW Patient Portal or AGA Website
• Mail or email information packets to new patients
• Address appointment questions and information requests from referring providers
• Provide counseling and information regarding medical treatment or procedures
• Distribute or mail patient preparation materials when necessary
• Meet quality and productivity standards
• Answer emails and voicemails and return patient calls
• Complete information requests from AGA staff to support payment on patient accounts
• Maintain HIPAA compliance and strict confidentiality of patient information
• Participate in staff meetings, marketing activities, and customer service training
• Perform other duties and special projects as assigned
• Report to the Patient Service Manager

Operations

• Assist Ancillary Services department leadership in facilitating smooth and efficient operations
• Support service schedule templates, inter-department relationships, provider, staff, and patient communication
• Use practice management and EMR systems
• Manage projects for new services, new physicians, and new practice initiatives
• Update process documents and coordinate process changes
• Coordinate and facilitate ancillary vendor relationships and in-services
• Design and implement departmental processes and procedures to support quality care and customer service
• Serve as point person for processes and functions within practice management and EMR systems
• Maintain compliance with policies, procedures, government regulations, insurance requirements, third-party payer regulations, and HIPAA
• Create and execute project work plans and manage day-to-day project operations
• Develop project plans, follow up with project teams, and create and revise process and training documents
• Collaborate with department leadership to complete projects on time, within budget, and to specifications
• Support new process and system development and implementation
• Partner with Revenue Cycle Management for continual ancillary process improvements
• Track, analyze, and recommend expansion of ancillary services
• Collaborate with vendors for supply management and contracted orders
• Coordinate vendor educational and training opportunities
• Participate in Ancillary Services staff meetings and marketing activities for the Advanced Center for GI Therapeutics

Ancillary Operations Coordinator

Customer Support

• Support office staff, physicians, and management with clinical, clerical, and organizational patient-care tasks
• Schedule patient appointments, including procedures, follow-up visits, ancillary services, and endoscopy procedures
• Schedule and obtain laboratory or radiology results and communicate them to physicians and patients with provider approval
• Obtain accurate patient information and manage physician and endoscopy center scheduling
• Respond to, resolve, or escalate Patient Portal requests and patient-related issues
• Manage and triage incoming phone calls and assigned tasks with minimal patient transfers
• Resolve patient requests involving test results, prescription refills, and general healthcare questions
• Prepare prescription refill requests for physician approval
• Counsel patients or relatives regarding medical treatment or procedures as necessary
• Answer emails and voicemails and return patient calls promptly
• Complete information requests from staff and support timely handling of patient-account payment matters
• Maintain HIPAA compliance and strict confidentiality of patient information
• Participate in staff meetings and marketing activities as directed
• Cross-train and perform phone triage, scheduling, pre-certification, document filing, referrals, and medical-records management
• Address assigned encounters or tasks within 24–48 hours
• Remain available in the call queue
• Maintain a minimum monitoring score of 90%
• Perform other assigned duties and special projects

Clinical Support Representative

Account Executive

• Develop and implement outreach, relationship-building, and marketing plans in collaboration with the Marketing Team
• Coordinate and attend community health fairs and expos and maintain inventory management
• Establish and maintain communications with referring providers and office staff through routine visits, emails, and phone calls
• Update and manage the CRM database and mailing lists for external communications
• Build, support, and strengthen relationships with referring providers using clinical and programmatic education materials
• Act as a key resource for internal and external clients, identify new business opportunities, and resolve referring physician complaints
• Interpret data from multiple sources to inform strategy and create effective sales plans
• Prepare weekly work plans, activity and results reports, and monthly reports
• Participate in community engagement to grow existing relationships and drive referrals
• Plan and participate in social events, corporate events, workshops, and staff events
• Perform other duties as assigned to meet organizational goals and objectives

Patient Service Representative

Patient Service Representative

Ancillary Operations Coordinator

Clinical Support Representative

Regional Account Executive