Patient Service Representative - Ankeny

Capital Orthopaedics provides comprehensive orthopaedic care supported by advanced diagnostic tools, physical therapy services, and a full range of non-surgical and surgical treatment options. Capital Orthopaedics & Sports Medicine is home to some of the most trusted orthopaedic surgeons in Des Moines and across Central Iowa. Our team of experienced orthopaedic specialists helps patients overcome musculoskeletal pain and injuries so they can return to the activities that matter most.

Position location:

The District Office & Orthopaedic Walk-In
1345 SW Park Square Drive, Suite 200
Ankeny, IA 50023

Job Summary:

This position is responsible for patient movement coordination. This includes communicating with the patient, registration, medical records requests from patients, attorneys, insurance companies, and vendors. The position will act as an ambassador on behalf of the company with customers, clients, and vendors in public.

Education and/or Experience:

• Required High School diploma or GED
• One (1) to two (2) years of customer service experience, preferred
• One (1) to two (2) years of front desk/registration experience, preferred
• Registration, Insurance, and Scheduling experience; healthcare preferred

Skills and/or Qualifications (not limited to):

• Type 30-40 wpm
• 1-4 years’ experience in high-volume interactive customer service
• Fluent Medical Terminology, orthopaedics preferred
• Ability to prioritize and perform multiple tasks simultaneously
• Ability to understand and carry out complex oral and written instructions
• Proficient in Microsoft Office Outlook, Word, Excel, Power Point, and Adobe Acrobat
• Excellent customer service, verbal, and written communication skills
• Knowledge of HIPAA guidelines and regulations.

Essential Duties and Responsibilities (not limited to):

• Greet patients and visitors in a prompt, courteous, and helpful manner with excellent customer service
• Oversees waiting area, coordinate patient movement and report problems to immediate supervisor
• Obtain insurance cards(s) and photo identification to upload into EMR.
• Obtain and verify accuracy of patient demographic and insurance information. 
• Prepare and verify time of service (TOS) collections
• Verify and resolve eligibility issues for all upcoming patient appointments at all locations 
• Resolve and complete front desk bucket tasks in EMR 
• Resolve and complete patient requests and respond to general information in EMR 
• Work cooperatively with patients, vendors, clinical staff, administrative staff, leadership team, and physicians 
• Scan internal and/or external documentation into appropriate patient records
• Collection of payment on account(s), Durable Medical Equipment payments, copays, and past due balances 
• Answer and facilitate operator calls, direct patient and vendor calls accordingly with excellent customer service
• Other duties as assigned
• Comply with Federal HIPAA regulations and practice policies for the privacy and security of patient information; explain the law and our privacy policy to patients as needed; maintain appropriate documentation of access to medical records 
• Assist clinical staff with patient form completion
• Assist and review medical records for completeness and scan documents into EMR 
• Respond to requests for information from PHI according to established policies and procedures 
• Maintain a clean workspace 
• Assist with coverage of all front desk reception areas/departments when needed 
• 50%-75% Travel is required to cover front desk satellite clinics when needed 
• Regular in-office attendance is required  
• Maintain a clean workspace 

Physical Requirements:

• Prolonged period of sitting at a desk and working on a computer
• Prolonged periods of being on phone calls
• Bending/twisting/lifting 
• Ability to lift and/or carry up to twenty (20) pounds
• Keen sense of eyesight and hearing
• Ability to stand or sit for an extended period
• Ability to lift, grip, carry, touch, speak, and listen