Description

POSITION SUMMARY

The Patient Service Representative provides a variety of patient and customer service-related activities within the front office/reception area. These activities include but are not limited to greeting the patients and public, checking patients in and out, updating patient information, verification of patient insurance eligibility/benefits/necessity of prior authorization or referral and patient financial responsibility, collecting copays/coinsurance/account balances, scheduling initial and return appointments, scheduling outside diagnostic testing, balancing money collected and cash box at end of the day, electronic scanning of medical record information, filing and maintaining paper medical records as needed, and serving as the liaison between the patient and medical support staff.

ESSENTIAL FUNCTIONS include the following:

• Greets patients and visitors in a prompt, courteous and helpful manner
• Performs patient check-in
  • Sends pre-registration forms to new patients, prior to their appointments
  • Obtains or verifies and enters complete and accurate patient demographic data and insurance information in the computer
  • Collects co-pay, deductible, coinsurance or account balance from the patient, prints the patient a receipt and posts payment in practice management software
  • Scanning new patient paperwork into EMR File
• Performs patient check-out
  • Schedules follow-up appointments with internal, consulting, or referring doctors
  • Schedules outside diagnostic testing
  • Transmits reports including same day post ops to referring or consulting doctors
• Answers incoming phone calls, triages and routes call in accordance with office policies
• Manages incoming physical and electronic correspondence
• Calls no-show patients in order to reschedule and/or find out why the patient missed their appointment
• Notes all no-shows and cancellations in the computer prior to the end of day
• Manages automated and manual calls and reminder for patients appointment times
• Runs daily schedule and reviews patient information
  • Marks chart with flag to alert associate to obtain information during check-in if updates are needed
• Prepares and scans daily patient billing sheets to billing department
• Balances daily cash reconciliation log and cash box at the end of the day, delivers daily deposit to the bank
• Maintains work area and patient waiting area in a neat and orderly manner
• Fosters respect for patient privacy by maintaining confidentially in all phases of work
• Filing and pulling charts for daily clinics
• Prepare and process the paper charts for both internal and satellite clinics (including billing sheets, exam sheets and clin-faxes)
• Maintains knowledge of and follows policies, procedures, Code of Conduct, and all Federal and state rules and regulations related to the position.

Qualifications

KNOWLEDGE, SKILLS, & ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Good problem solving and decision-making skills
• Ability to perform tasks in a timely manner
• Detail oriented with strong organizational and follow-up skills
• Good interpersonal and customer service skills
• Good computer skills including use of standard office programs
• Ability to operate standard office equipment
• Familiarity with insurance eligibility verification, precertification, deductibles, and coinsurance
• Ability to adapt to changing insurance regulations
• Ability to speak, read, and write in English
• Ability to pleasantly and effectively communicate both orally and in writing
• Ability to maintain positive attitude and talk confidently about patient results
• Ability to work well under pressure and accept additional assignments willingly
• Ability to work flexible hours as needed to accommodate workload
• Ability to concentrate, think, and learn
• Ability to hear, see, sit, stoop, kneel, crouch, reach, lift, push and pull

EDUCATION AND/OR EXPERIENCE

High School diploma or equivalent is required; a minimum of one (1) year experience in a medical office setting is preferred; medical insurance knowledge is required; EHR experience is preferred; and/or equivalent education or experience in job related activities is required.