The Patient Services Representative Float is responsible for performing a variety of front-office functions including check-in, check-out, time of service collection, appointment reconciliation and basic pre-authorization tasks to provide support and guidance to patients, office staff and physicians. Other responsibilities include managing the surgery schedule, and providing coverage where needed. Represents the clinic and the surgery center in a professional, courteous manner while receiving patients, family members, drivers and others. 

PRIMARY RESPONSIBILITIES:

1. Performs patient check-in/check-out process with all patients. Reviews patient chart to determine what registration information is needed from the patient at time of check-in. Ensures patient records are accurate and up-to-date including patient name, address, date of injury, payer information, etc. by verifying existing information or entering updated data into the computer system.
   • documents the driver’s name and contact information as well as instructions for patient pick-up.
   • Creates and places I.D bracelet on patient’s wrist
2. Informs anesthesia of surgery schedule and provides billing documentation to anesthesia provider
3. Schedules and reschedules appointments as necessary.
4. Collects copays and outstanding balances at the time of service. Performs daily payment reconciliation.
5. Answers incoming internal and external calls.
6. Utilizes electronic health record for messaging to/from clinical and/or surgical staff.
7. Enters patient information into practice management system from faxed referrals, phone or email and schedules appointments per clinical protocol.
8. Confirms pre-authorization is on file prior to patient’s arrival when required by insurance.
9. Maintains open communication with clinical staff and/or surgical team to minimize interruptions to the providers’ schedules, as well as to maximize patient flow and experience. 
10. Manages incoming faxes and other documents including but not limited to disability forms, referrals, and medical record requests.
11. Ensures patient charts are prepared, consent forms are in order and appropriate documents are signed and collected. 
12. Scans medical documentation and other required documents into electronic health record or other document imaging system(s).
13. Performs insurance verification as appropriate to ensure accurate billing to appropriate insurance for patient encounter(s).
14. Performs other duties necessary to maintain the overall efficiency and continuity of the clinic and surgery center. 
15. Demonstrate a strong commitment to EMG’s Core Values: maintaining an Optimistic Stance, Embracing Change, engaging in Real Talk, Doing the Right Thing, being Authentic, balancing Head and Heart, and practicing Stewardship.

Qualifications

• High school graduate or high school equivalency credential.
• Excellent communication and interpersonal skills, with the ability to interact with all internal and external customers in a professional and caring manner.
• Ability to make well-reasoned decisions, both independently and as part of a team.
• Proficient computer skills including Microsoft Office and email.
• Maintains patient confidentiality per state and federal and company regulations.
• Ability to read, understand and follow oral and written instructions
• Excellent communication and interpersonal skills necessary for interacting with patients, physicians, supervisors, and other staff.
• Ability to project and maintain a professional image.  
• Ability to work independently and excel as part of a team.
• Excellent customer service skills.
• Ability to complete work in a timely, accurate, and thorough manner.