Patient Service Representative - Check-In/Check-Out

Job Summary: This individual is responsible for welcoming patients to the practice, checking-in patients, entering all patient demographic information into computer and reviewing patient charts to verify necessary information and signatures. This individual is also responsible for checking out patients, reviewing and explaining charges to patients, and re-verifying all insurance/billing information.

Education and Experience:

1. High school diploma or equivalent

2. One year minimum experience in medical practice preferred

3. One year minimum experience in a customer support role

4. Knowledge of medical terminology desirable

Essential Skills and Abilities:

1. Excellent customer service skills.

2. Strong verbal and written communication skills

3. Ability to work independently, as well as be part of the team, including accomplishing multiple tasks in an environment with interruptions.

4. Empathetic personality giving attention to patient’s needs and concerns.

5. Strong organization with attention to detail.

6. Respectful treatment of patients and co-workers.

7. Ability to maintain confidentiality and thorough knowledge of HIPAA policies and procedures.

8. Basic knowledge of computer applications, such as Microsoft Office Suite, EHR and related information systems.

RESPONSIBILITIES:

1. Patient Check-In

a. Greets patients upon arrival, providing welcoming and professional customer service and timely sign in procedures in Practice Management system to notify front office support staff of patients’ arrival.

b. Instructs and assists patients with self-check-in as needed.

c. Consistently monitors office flow in Practice Management system.

d. Checks patients in, making sure to focus on the following:

• Maintains accuracy of patient demographic and insurance information by verifying this information at each patient encounter.
• Evaluates chart data to verify all information has been received, completed, and signatures obtained.
• Scans patient’s insurance card and photo ID for all new patients and ensures cards are legible.
• Scans insurance cards for established patients every year or when there has been a change and ensures cards are legible.
• Informs patients that photo is required for ID purposes. Captures photo and imports into chart.
• Updates required forms for established patients per practice protocol for the following: Financial Agreement, HIPAA, No Show and Minor Consent.
• Ensures insurance has been verified to determine coverage and benefit limits.
• Ensures that proper authorization or referral has been obtained and entered in patient’s chart.
• Collects prior past due balances prior to patient being seen.
• Promotes and activates the patient portal.
• Notifies clinical support staff of patient’s arrival via the Practice Management tracking system once check-in is complete.
• Place charts in bin for specific provider or technician in a timely manner.
• Documents no-shows in EHR and sends notification via tasks to providers’ team.
• Reconciles daily collections with end-of-day reports, closes batch and prepares individual deposit.
• Maintains patient confidentiality; complies with HIPAA and compliance guidelines established by the practice.
• Assists Check-Out staff as needed.
• Performs all other duties as assigned.

2. Patient Check-Out

a. Consistently monitors office flow in Practice Management system.

b. Checks-out all patients, greeting everyone in a pleasant, professional and timely manner.

c. Evaluates patient’s chart to verify all billing/insurance information has been entered correctly.

d. Explains fees and patient financial responsibility.

e. Collects co-pays, refractions, deductibles, outstanding balances, and self-pay balances from patients.

f. Accurately schedules return appointments for follow-up as needed or sends tasks to appropriate scheduling staff for availability.

g. Completes returned tasks in a timely manner, notifying patient of appointment date and time.

h. Schedules patients for transfer of care as needed and faxes any necessary documents to provider’s office.

i. Reconciles daily collections with end-of-day reports, closes batch and prepares individual deposit.

j. Maintains patient confidentiality; complies with HIPAA and compliance guidelines established by the practice.

k. Assists Check-In staff as needed.

l. Provides back-up support on telephones as needed.

m. Performs all other duties as assigned.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Bereavement leave
• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Life insurance
• On-the-job training
• Paid time off

Ability to Commute:

• Johnson City, TN 37604 (Required)

Ability to Relocate:

• Johnson City, TN 37604: Relocate before starting work (Required)

Work Location: In person