POSITION SUMMARY
The Patient Service Representative provides a variety of patient and customer service-related activities within the front office/reception area.
These activities include but are not limited to greeting the patients and public, checking patients in and out, updating patient information, verification of patient insurance eligibility/benefits/necessity of prior authorization or referral and patient financial responsibility, collecting copays/coinsurance/account balances, scheduling initial and return appointments, scheduling outside diagnostic testing, balancing money collected and cash box at end of the day, electronic scanning of medical record information, filing and maintaining paper medical records as needed, and serving as the liaison between the patient and medical support staff.
ESSENTIAL FUNCTIONS include the following:
Greets patients and visitors in a prompt, courteous and helpful manner
Performs patient check-in
Sends pre-registration forms to new patients, prior to their appointments
Obtains or verifies and enters complete and accurate patient demographic data and insurance information in the computer
Collects co-pay, deductible, coinsurance or account balance from the patient, prints the patient a receipt and posts payment in practice management software
Scanning new patient paperwork into EMR File
Performs patient check-out
Schedules follow-up appointments with internal, consulting, or referring doctors
Schedules outside diagnostic testing
Transmits reports including same day post ops to referring or consulting doctors
Answers incoming phone calls, triages and routes call in accordance with office policies
Manages incoming physical and electronic correspondence
Calls no-show patients in order to reschedule and/or find out why the patient missed their appointment
Notes all no-shows and cancellations in the computer prior to the end of day
Manages automated and manual calls and reminder for patients appointment times
Runs daily schedule and reviews patient information
Marks chart with flag to alert associate to obtain information during check-in if updates are needed
Prepares and scans daily patient billing sheets to billing department
Balances daily cash reconciliation log and cash box at the end of the day, delivers daily deposit to the bank
Maintains work area and patient waiting area in a neat and orderly manner
Fosters respect for patient privacy by maintaining confidentially in all phases of work
Filing and pulling charts for daily clinics
Prepare and process the paper charts for both internal and satellite clinics (including billing sheets, exam sheets and clin-faxes)
Maintains knowledge of and follows policies, procedures, Code of Conduct, and all Federal and state rules and regulations related to the position.
KNOWLEDGE, SKILLS, & ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skills and/or abilities required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Good problem solving and decision-making skills
Ability to perform tasks in a timely manner
Detail oriented with strong organizational and follow-up skills
Good interpersonal and customer service skills
Good computer skills including use of standard office programs
Ability to operate standard office equipment
Familiarity with insurance eligibility verification, precertification, deductibles, and coinsurance
Ability to adapt to changing insurance regulations
Ability to speak, read, and write in English
Ability to pleasantly and effectively communicate both orally and in writing
Ability to maintain positive attitude and talk confidently about patient results
Ability to work well under pressure and accept additional assignments willingly
Ability to work flexible hours as needed to accommodate workload
Ability to concentrate, think, and learn
Ability to hear, see, sit, stoop, kneel, crouch, reach, lift, push and pull
EDUCATION AND/OR EXPERIENCE
High School diploma or equivalent is required; a minimum of one (1) year experience in a medical office setting is preferred; medical insurance knowledge is required; EHR experience is preferred; and/or equivalent education or experience in job related activities is required.