Description

Center For Advanced Reproductive Services

Position: Patient Services Representative [PSR] – Front Desk

Responsible To: Immediate Supervisor: Practice Manager/Assistant Practice Manager

Position Description: This mature, professional individual is the first patient contact at the front desk. The PSR greets patients, signs patients in; acts as triage/receptionist for incoming patients and telephone calls; schedules patient appointments for new and established patients; obtains/ processes billing/insurance information.

Through strong organizations skills this role also provides administrative support to our clinical team and assures availability of medical records; prepares a variety of requests for patient diagnostic testing; may transport specimens; receives/records tests results, notifies physicians of test results; may stock work areas; may order supplies and manage inventory; works on special projects; may perform secretarial duties; keeps records and files; prepares reports/correspondence; performs other related duties as required.

PSR staff working in satellite locations (Hartford, Branford) are also responsible for supporting Medical Records position in satellite offices on an as needed basis (please refer to Medical Records job description)

Major duties [include but not limited to]:

• Meets and greets patients with a warm, friendly welcome and professional manner
• Registers patients upon arrival which includes: confirming demographic information; obtains insurance information for patient and partner (if applicable); enters information in Athena and Resource as well as Engaged MD
• Exits patient upon completion of appointment; collect co-pays or balances, schedules next appointment if indicated and completes charge entry processes
• Answers and triages phone calls in a timely and professional manner
• Maintains a strong rapport and open lines of communication with Virtual Assistants in the NP intake process.
• Seeks assistance from clinical and administrative team leadership to support provision of care and patient satisfaction
• Functions as liaison between patients and clinical providers via electronic medical record and emailing system
• Monitors physician schedules for accuracy according to the established template created in Athena, confirms pending appointments and evaluates cancelled or no shows (abandoned) appointments
• Daily clinical prep: understands and supports the clinical team needs, prints daily encounters, attaches paperwork required for morning monitoring; prepares encounter forms and required paperwork for new and returning patients
• Responsible to cover the Medical Records position for absences, vacations or any other requested time off. Travel may be required
• Comprehends the principles of CARS administrative operations manual as well as complete knowledge of any scheduling protocols in the “how to” manual.
• Maintains clinic reception area and monitor patient flow
• Understands the requirements associated with HIPAA and Confidentiality for all patients

Knowledge, Skills and Abilities:

• Outstanding customer services skills
• Committed to maintaining high quality patient care and supports the goal of a positive patient experience
• Knowledge of the principles and practices of physician/clinical office management
• Knowledge of medical terminology
• Obtain insurance pre-certifications
• Perform clinic/IUI related charge entry
• Outstanding interpersonal skills as well as strong oral and written communication skills
• Ability to operate standard office equipment
• Ability to multi-task, manage and prioritize workflow
• Strong organizational skills and detail oriented
• Computer experience including electronic medical record
• Data entry and scanning
• Demonstrate the ability to function successfully in a busy team environment
• Support mission and vision of CARS

Qualifications

Required Qualifications:  

• Demonstrated experience with outstanding customer services skills
• 1-2 years physician office experience in welcoming patients, check in/checkout process and overall clinic preparation/support
• Strong administrative experience such as word processing and data base management (ie, Outlook, Microsoft Word, Excel,)
• Education and training experience that could reasonably be expected to provide the knowledge, skills and abilities listed above

Preferred Qualifications:

• Customer service training/experience
• Infertility physician office experience
• Ob/Gyn physician office experience
• Passion for Women's health/fertility
• Specific computer program knowledge (ie, Athena, RESource or other EMR)
• Understanding the process of physician office billing (receiving the encounter to the charge entry and ICD10/CPT coding)

Schedule:

CARS main office in Farmington is open seven days per week during active cycle rotation (with the exception of legal holidays as determined by CARS).

Satellite locations are open Monday- Friday based on specific clinical hours.

This position requires weekend and holiday rotation

Employees must be flexible to work in all CARS locations