Patient Service Representative

Job Summary: A Patient Service Representative is responsible for greeting patients and working with them in person, on the phone, or through electronic correspondence to meet their needs regarding scheduling, updating pertinent information, checking in and out, and acting as a liaison in reporting any patient suggestions to management.  This position also assists with billing and accounts receivable reconciliation. 

Responsibilities:

• Greets arriving patients, verifies appointment information, and notifies staff in accordance with policies and procedure.
• Registers new patients and assists them in completion of necessary forms.
• Verifies and updates current patient information (demographic, financial, and clinical) in the EMR system.
• Scans/files completed forms, identification, and insurance cards into patient documents folder. Culls patient’s files. 
• Schedules future appointments based on procedure type, time requirements, and provider schedules.
• Answer incoming phone calls and make outbound phone calls, gathering information to route appropriately.  Prioritizes calls appropriately.
• Initiates, issues, and verifies patient referrals. Initiates and receives insurance authorization/pre-certifications as necessary.
• Accepts payments, issues receipts, and reconciles cash drawer daily.
• Reviews, analyzes and follows up on patient accounts to ensure timely and accurate billing and collection.  Submits required documentation to payor as needed.  Reconciles accounts receivables. 
• Monitor the patient flow, making sure patients are seen in a timely manner. Communicate with patients if there are any delays/issues in patient care.
• Provide helpful assistance in anticipating and responding to the needs of all patients and family members. Remain calm under pressure and effectively deals with difficult people.
• Corresponds to patients who failed to keep appointments in accordance with policy and provider request.
• Accepts, orders and directs deliveries of medical/office supplies and mail.
• Performs general office duties, such as document preparation, scanning, mailing, and filing.
• Maintains a professional appearance and a clean, safe environment.
• Respects patients by recognizing their rights; maintaining confidentiality.
• Utilizes technology, including specialized software as applicable, to maximize productivity.
• Develops and maintains electronic files as necessary.
• Exhibits excellent interpersonal skills; provides customer service; assists other support staff as necessary; collaborates with all levels of internal leadership, management, and staff as well as outside clients, vendors, and other external parties.
• Other duties as assigned.

Qualifications/Requirements:

Experience: Minimum of one (1) year of customer service and/or medical office experience preferred.

Education:  High school diploma or equivalent required. Associates degree from an accredited institution preferred.

Licenses / Certifications:  

Other:  Bilingual (English/Spanish) candidates preferred, but not required.

Proficiency in Microsoft Office (Outlook, Word, Excel, and Power Point).

Special Requirements: Must be able to work various hours and cover various locations throughout the network based on business, practice and provider needs.