Patient Services Associate

JOB SUMMARY:

The Patient Services Representative will be responsible for answering patient questions and assisting with clinic operations including patient registration and check-in and other administrative tasks to help support our urgent care facilities and virtual care operations. This position requires a high level of focus on details to ensure the accuracy of patient medical records and to protect sensitive health information

MAJOR DUTIES AND RESPONSIBILITIES:

• Greet all customers and patients with a warm and welcoming demeanor
• Answer incoming calls and email with urgency and efficiency; provide accurate answers and/or redirect patients to someone who can answer their question or concern
• Check-in patients virtually and patiently guide them through the registration process, including the processing of all forms and insurance; verification of patient identity and demographics; processing of payments and posting patient balances
• Properly handle confidential records and manage electronic documents (scans, faxes, photos, pdfs, etc.) with strictest adherence to compliance standards of the healthcare industry
• Appropriately label and upload documents with great attention to detail and accuracy into our medical record system
• Support clinics with any tasks that can be done remotely, including patient satisfaction surveys and gathering data
• Maintain a neat and clean work environment and professional appearance
• Adherence to relevant health and safety procedures, standards of business conduct, HIPAA and compliance.
• Performs any other tasks required to help company meet its goals

JOB-RELATED SKILLS/COMPETENCIES:

• Is passionate about healthcare and delivering patient-focused care
• Has a contagious and positive work ethic, inspires others, and models the core values of Exer
• Must deliver Exer’s high level of customer service at all times in a professional, courteous, sensitive manner
• Able to multi-task and work well under pressure with heavy call volumes
• Consistently delivers warm and positive verbal and written communication that is clear, well-organized; demonstrates an understanding of audience needs, making each customer feel informed, understood, and valued
• Great attention to detail
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments and complete tasks
• Is able to keep up in the Exer environment by facing tasks, challenges, and changes with energy and passion
• User knowledge of computer software and the ability to quickly learn and effectively utilize new software systems including but not limited to Exer’s EMR system, Doxy, billing software, payment collection systems and insurance verification programs (training will be provided)
• Solid knowledge of Microsoft Office programs including Excel

EDUCATION/CREDENTIALS:

• High school diploma; Associate Degree preferred
• 1-3 years successful experience in customer-facing role

SUPERVISION

This position does not supervise any staff

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Must maintain a clean, healthful and professional appearance at all times
• Position works in an office setting. The noise level is moderate.
• Must be able to sit and speak for 4-5 hours at a time, use hands to finger, handle, reach; some bending and stooping; ability to bend, lift and carry up to 15 lbs.
• Must be willing to work some nights and weekends to support our urgent care facilities that are open from 9 am – 9 pm
• This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management
• Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and ability to adjust and focus
• Must be able to hear and speak effectively in English