Patient Service Representative

JOB TITLE                      Patient Service Representative

JOB SUMMARY               Manage and coordinate patient relationship by providing courteous, and  professional service in all interactions. Responsible for appointment schedule patient registration, point-of-service payment collection, and other patient inquiries and problem resolution.

JOB RESPONSIBILITIES                       

Patient Reception & Experience

• Greet arriving patients, ensuring a welcoming and superior patient experience.
• Assist patients with completing necessary forms and consents.
• Adhere to patient confidentiality and records release policies.
• Keep lobby and front reception area clean and organized.

Scheduling & Appointment Management

• Schedule, reschedule, and confirm patient appointments via phone and at check-out, following established scheduling guidelines.
• Maintain the daily appointment schedule and notify nursing staff and providers of any changes.
• Manage the automated reminder system and complete required follow-up actions.
• Create and send correspondence to patients who fail to keep appointments, in accordance with policy and provider request.
• Prepare new patient packets for upcoming clinic days.

Patient Registration & Information Management

• Register and create records for new patients in the practice management system.
• Update patient demographic and contact information as needed.
• Obtain and verify insurance and other financial information prior to visits.
• Complete required payor authorizations and on-demand insurance eligibility checks, correcting errors prior to the appointment.

Financial Transactions & Recordkeeping

• Request, collect, and record all co-payments, co-insurance, self-pay balances, product sales, and prior balances in accordance with office policy.
• Maintain and balance assigned cash box and reconcile receipts daily.
• Perform end-of-day functions, including managing no-shows, missing charge reports, posting charges, balancing receipts, and preparing bank deposits.

Communication & Coordination

• Answer incoming calls, addressing scheduling, billing, and general inquiries; route calls or messages to appropriate staff as needed.
• Utilize the triage system for patient-related calls in accordance with procedures.
• Communicate effectively with the supervisor regarding expected calls, patient concerns, and staff availability.
• Train others as needed.
• Verify appointment information and coordinate with nursing staff to ensure smooth patient flow.
• Utilize office equipment such as copiers and fax machines to transmit or prepare documents.

This job description is not intended to be all-inclusive. Exact tasks and responsibilities may vary by location; employees are subject to the direction of management at the office, as assigned to meet the ongoing needs of the office and/or organization.  

POSITION QUALIFICATIONS 

Minimum Qualifications

• High school graduate
• 2 years customer service experience 
• Well-developed written and oral communication skills.
• Demonstrates understanding of customer service principles.
• Working knowledge of computer applications: word processing, medical office management, and spread sheet. 
• Ability to accurately record and transmit detailed information. 
• Ability to exercise good judgment in evaluating situations and making decisions. 
• Ability to use tact and sensitivity to timing in personal transactions.
• Previous experience in operation of office systems: personal computer, printers, copiers, fax, postage machine, telephone systems. 

Preferred Qualifications

• 2 years’ experience in a medical office or other healthcare setting
• Familiarity of third-party payer systems: Medicare, Medicaid, commercial and Department of Health programs.

Physical Requirements

• Prolonged periods of sitting/standing and working at a computer
• Must be able to lift up to 15 lbs. at times

VSD CORE VALUES

Having fun. We celebrate success and failure, we find humor in our daily lives, we create a fun atmosphere, and we enjoy being together.

Being a team. We care for one another and build each other up, we embrace diversity and inclusion, we collaborate, and we serve one another – forming a strong family bond.

Being resilient. We expect the unexpected, we embrace the need to change, `we are optimistic and grateful, and we are focused on our mission and vision.

Being accountable. We strive to provide value every day; we use data to continually improve, we continually evaluate competing priorities, and we deliver exceptional results.

Being courageous. We are not afraid to be vulnerable, we have ideological debates, we rise to the challenge, facing problems head-on, and we make the tough decisions.

Being entrepreneurial. We have an owner’s mentality, we set high goals, we strive to be a leader in our industry, and we manage our business and financial risk.