Dignity Health

  • Patient Services Representative (PSR) Float

    Job ID
    Employment Type
    Contact Center
    Hours / Pay Period
    Dignity Health Medical Foundation
    Standard Hours
    Mon - Fri (8AM - 5PM)
  • Responsibilities

    Dignity Health starts out with one goal at our core - Excellent care, delivered with compassion, for all in need. Working with Dignity Health provides employees with the opportunity to positively affect the health and well-being of entire communities. By uniting Healing and Humankindness we work together with our physicians and health care experts to provide the best care experience to our patients and the communities we serve. As part of the Dignity Team, you'll work in a culturally diverse environment that supports your success and career development. The Patient Service Representative (PSR) Float position is the first point of phone customer service contact for our patients, physicians, other clinic staff, internal and external laboratory and imaging staff, hospital staff, patient family members, and vendors. As a PSR Float, your role is to provide prompt, accurate, courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email and text. A Patient Service Representative Float may also perform a variety of other duties including but not limited to collecting and updating demographics and insurance information, verification of health plan eligibility, taking complete and accurate messages, and scheduling mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record, and contact center system. In addition, may assist with referrals and authorizations. As the first point of patient contact your role is to provide effective patient experiences with an emphasis on first contact resolution in a culture of yes. Patient Service Representative Floats may be required to work at multiple locations, may assist with patient calls from multiple locations and specialties, and hours may vary as needed.


    Prior work experience Experience with computer systems required, including web based applications. Experience in a patient-focused healthcare environment. 1 year experience in high volume multichannel contact center Training Must be able to pass the Contact Center final exam after completing the Contact Center training course. Pre-employment testing Demonstrated skills in customer service excellence including active listening, problem solving, and the ability to remain calm in emotional or stressful situations. Attention to detail, customer service and keyboarding skills. Must possess excellent communication skills (oral and written) and be able to communicate effectively with patients over the phone, in email, and other communications. Computer skills, customer service skills and behavior, and data entry will be assessed via Call Center Assessment. Ability to travel to various locations as needed.


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