Patient Service Representative

JOB DESCRIPTION

Job Title: Patient Service Representative (PSR)

FLSA: Non-Exempt

Reports To: Office Coordinator, ASC or Operations Manager, Clinics

Affiliated Facility Name: Clarksville Ophthalmology and/or Clarksville Eye Surgery Center

Summary:

The Patient Service Representative (PSR) interacts with patients during registration, which includes, but is not limited to, check-in/check-out, time of service collections (co-pays, deductibles, and outstanding balances), data entry for billing claims, charge entry at checkout, posting payments from insurance companies in a timely manner and recording payments in the appropriate system, answering phones, scheduling visits, pulling appropriate reports and working no shows, cancellations, and re-schedules in Clinic or responsible for communicating all schedule changes to the nurses and all clinic staff making sure to appropriately fill gaps in the schedule if someone cancels in the ASC, preparing charts for nurses and consents if in ASC, end of day cash drawer reconciliation, and validating insurance eligibility. Also, provides administrative support to clinic staff, providers, and patients. The PSR must possess excellent communication and customer service skills and must understand that the primary role is to ensure the provider schedules are filled, and patients are taken care of in a kind and timely manner.

Scope: All front desk responsibilities and functions reside under the administrative supervision of the Office Coordinator in the ASC or Operations Manager in the Clinic.

Essential Duties and Responsibilities:

· Performs patient registration in the Clinic/ASC EMR for all new and established patients for Clinic/ASC providers.

· Checks patients in and out at the front desk.

· Verifies and updates patient information and health insurance coverage including surgery benefits in the ASC.

· Ensures a patient’s health insurance card is scanned at every visit.

· Ensures patients have signed required consents/PHI and all other necessary paperwork for treatment.

· Verifies Annual Wellness opportunities with payer and identifies services through patient alerts for clinical staff.

· Collects Time of Service copays, deductibles, and outstanding balances for patient and family accounts.

· Posts all Time-of-Service payments and completes daily cash drawer reconciliation per our Cash Controls and TOS Collections policy.

· Runs the daily credit cards and ensures all protocols are followed per the Credit Card Security policy.

· Answers incoming calls, schedules patient appointments, and confirms patient appointments 2-4 days prior to their scheduled appointment times; reviews all patient notes/alerts and documents for all reschedule/cancellation reasons in the EMR.

· Clinic PSR is specifically responsible for pulling daily reports to work on the cancellations, no shows, reschedules, and appointment requests, adding all required ticklers to appointments.

· ASC PSR is specifically responsible for communicating all schedule changes to the nurses and all clinic staff making sure to appropriately fill gaps in the schedule if someone cancels.

· ASC PSR is specifically responsible for preparing ASC charts for nurses and consents.

· Reviews patient cases and phone messages ensuring they are resolved and responded to in a timely manner per the Clinic Messages and Related Communication Guidelines Policy.

· Performs Charge Entry at checkout; ensuring all charges are dropped daily once the provider completes coding and encounter closure.

· Responsible for daily reconciliation of charge capture for all visits and procedures, ASC and/or Clinic, and any and all other facilities (i.e., nursing home rounds, hospital rounds, etc.)

· Responsible for posting payments from insurance companies in a timely manner and recording payments in the appropriate system.

· Responsible for scanning waiting room areas to identify patients who have waited longer than 15 mins from arrival time to ensure proper communication and a positive patient experience and to ensure timely services are rendered.

· Completes daily walk-throughs of patient lobby to ensure cleanliness, picking up any visible trash, straightening magazines, etc., and reports all aesthetic/safety issues to Clinic Operations Manager or ASC Office Coordinator for resolution.

· Maintains patient confidentiality according to HIPAA standards; demonstrates appropriate communication protocol; including practicing AIDET, for all patients.

· Participates in Clinic and/or ASC special projects; and provides administrative support for Clinic and/or ASC staff, providers, and patients.

· Responsible for all other duties assigned by leadership.

Qualifications:

Required Education: N/A

Preferred Education: High School Diploma or GED Equivalent or Associates Degree

Required Experience: N/A

Preferred Experience: 1 (one) year experience in healthcare field; preferably physician

office/clinic setting and/or customer service experience

Required License/Registration/Certification: N/A

Preferred License/Registration/Certification: N/A

Computer Skills Strongly Preferred:

Microsoft Office Suite including Word, Excel, Power Point, Teams, and Visio

EMR (NextGen, Athena, etc.) & Timekeeping systems such as ADP

Ability to learn multiple new systems being used to perform daily operational activities.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person