What are the responsibilities and job description for the Patient Service Associate position at Orthopedic One?
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POSITION SUMMARY
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Responsible for accurately completing the check-in process for all patients, including collection of co-payments and small balances, in addition to verifying all patient demographic information.
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RESPONSIBILITIES AND ACCOUNTABILITIES
- Customer Care:
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Greets patients upon arrival in a prompt, polite and helpful manner
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Directs patients within clinic and notifies clinical staff as needed.
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Answers patient questions and responds professionally to patient concerns, i.e., pleasant tone of voice, smile, uses courteous language, etc. with HIPAA compliance in mind.
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Performs medical reception duties as needed including receiving patient visitors and responding to medication/ document pick-up per procedure.
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Assists with transporting patients to main waiting area as indicated.
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Assists with patient intake paperwork when necessary.
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Scans, copies, and performs other miscellaneous office duties as needed.
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Maintains lobby cleanliness throughout the day, as well prepares lobby based on provider pod location for next business day. Depending on location, attends to wheelchair cleanliness and availability as needed.
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Performs other tasks as assigned by management
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- Check In:
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Accurately and efficiently checks patients in by collecting patient and insurance information required to update information in EMR including photocopying or scanning insurance cards or capturing patient photo ID.
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Verifies correct patient identification using two patient identifiers, as well as demographic, pharmacy, email, and PCP/referring physician information.
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Activates or declines patient portal sign-up per company process.
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Address EMR patient alerts related to patient intake.
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Processes patient paperwork and obtains Release of Information Forms where indicated.
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Updates patient upon arrival when physicians are running behind schedule and helps facilitate rescheduling of appointments if necessary.
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Collects on past due balances or refers patients to Financial Counselor in accordance with company policy.
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Prints patient schedules, and may prepare patient record for next business day.
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Updates the patient status in the EMR system.
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- Insurance:
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Uses insurance list to confirm Orthopedic One participation with patient insurance
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Confirms insurance eligibility check completed at time of check in.
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Monitors billing alerts and contacts Patient Accounts to address accordingly
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- Co-Pays:
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Collects co-payments according to insurance plan information and type of service.
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Collates all copays and completes associated documentation
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Balances at end of work day to include reconciliation of monies taken matches EOD report and credit card settlement.
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Maintains cash box and alerts supervisor to any discrepancy or need for change
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- Initiative:
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Seeks out assignments, added duties, or opportunities to learn when assigned work is complete, as patient census or workload permits, or to otherwise fill down time productively.
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Proposes new ideas, makes suggestions, and seeks opportunities to improve processes or workflow through appropriate channels.
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Attempts to problem solve when assigned work is disrupted, equipment is down, etc. before involving supervisor.
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- Customer Care:
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TEAMWORK
- Teamwork:
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Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision.
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Works cooperatively and refrains from participating in negative conversations.
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Shares knowledge and insights with co-workers in a constructive manner.
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Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers.
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Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc.
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- Teamwork:
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POLICIES AND PROCEDURES
- Policies and Procedures
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Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents.
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Provides assistance and support to leadership in implementing policies and procedures as necessary.
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Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs.
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- Policies and Procedures
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QUALIFICATIONS
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Education, Experience, Certification and Licensure Requirements:
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High School Diploma or equivalent required. Customer service experience required. Prior clerical experience in a medical office setting desired.
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