Patient Service Representative

The Patient Service Representative (PSR) performs those tasks that occur early in the revenue cycle process. It is these functions that have an early impact on patient experience and revenue outcomes. The primary role of the PSR is to optimize registration, and appointment scheduling and support in-network referrals. Performs a variety of cross-functional clerical and patient support duties including telephone registration, scheduling, clerical administrative duties, and/or data entry duties. PSRs are responsible for greeting and assessing patients in need of services, performing data collection, and providing patient education. Also, directs patients and visitors to appropriate areas and assists with patient flow.

ESSENTIAL FUNCTIONS

1. Greets patients and visitors and responds to routine requests for information. Answers telephone, screen calls, and takes messages.
2. Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information.
3. Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules. Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by the patient.
4. Recommend the next best actions or cross-promotional opportunities to patients to educate them on appropriate additional services or health education campaigns.
5. Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution. Elevate the voice of patient opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledgebase.
6. Assist patients in enrolling and increasing customer utilization of MyChart App (EPIC EMR).
7. Coordinates the scheduling of more complex patient appointments, tests, and procedures. Instructs the patient on pre- and post-procedure protocols (i.e. medication guidelines, food/beverage consumption guidelines, check-in procedures, directions to facilities, etc.).
8. Updates insurance, financial responsibility, and other data when changes or additions occur, and communicates to patient as appropriate. Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third-party payor requirements.
9. Identifies, reports, and resolves problems regarding registration or authorizations to appropriate individuals and departments.
10. Monitors patient flow to ensure they are cared for most efficiently and courteously. Offers various assistance to patients including arranging transportation needs, providing directions, locating wheelchairs, etc.
11. Performs visit closure including checking out patients after visits, scheduling follow-up appointments, and providing patients with a visit summary.
12. Perform other job-related duties as may be assigned.

EDUCATION AND EXPERIENCE:

This position requires a High School diploma or equivalent education with 1 year of healthcare experience. Working knowledge of Medicaid, Medicare, and Commercial health plans is required. Experience with Epic practice management system preferred but not required. The ability to work with various cultural, ethnic, and socio-economic populations. Able to work in a fast-paced, team environment that requires accuracy and attention to detail.

It is mandatory that all employees, employed providers and volunteers are vaccinated. All hired candidates must submit proof of vaccination prior to their orientation. This is a mandatory requirement for Progressive Community Health Centers. The purpose is to minimize exposure to and transmission of the influenza virus in the workplace by providing occupational protection to employees and thereby preventing exposure to members of the community, which we serve.

Equal Employment Opportunity: Progressive Community Health Centers is an equal opportunity employer and will not discriminate against employees or prospective employees on basis of age, race, creed, color, religion, marital status, sex, national origin, ancestry, citizenship, sexual orientation, disability, arrest and/or conviction record, military status, protected veteran status, or any other characteristic or status protected by law.