Patient Service Representative

GENERAL SUMMARY OF DUTIES: The Patient Service Representative is responsible for checking-in/checking out patients as they arrive to the clinic for an appointment with our doctors. They are responsible for making appointments, setting up and maintaining patient charts, and obtaining notes from the referring physician. They are also responsible for daily chart prep and collecting co-pays, patient balances and deductibles as applicable.

SUPERVISION RECEIVED: Reports to Clinical Pod Administrator

ESSENTIAL FUNCTIONS:

• Open/Close Location
• Handled all mail to post
•  Answers the phones and takes messages where applicable
• Prep/Stock all equipment (scanners, printers, fax machines) with supplies

Check in patient

• Check current insurance and verify insurance is up to date
•  Check demographics, phone number, and address and verify information is correct
•  All information should be updated at entry point (HCIT, Impact, and Allscripts)
• Inform patient of any previous balances
• Collect Co-pays, balances and deductibles if applicable upon entry
• Scan all necessary patient information (ins cards, physician referrals, Picture ID’s, demographics, HIPAA, privacy policy, etc.)

Check out patient

• Referral to other MD’s
• Collect Co-pays, balances and deductibles if applicable upon entry
• Scan all chart notes and corresponding information pertaining to the days visit
• Schedules return appointments as per protocols
• Verifies that all fee slips are marked with procedure, diagnosis, and Escribe codes, along with appropriate doctor name and date of service
• Batch fee slips, treatment logs, payment records, sign-in sheets, and schedules for Billing Department
• Balance deposit at end of day (credit cards, cash, and checks)

Collect faxes throughout the day to ensure they are delivered and scanned in a timely manner

• Chart Prep

• All charts prepped (forms, referral, etc.)and ready for the next business day with printed schedule for back up
• Check insurances and referrals for all patients for the next business day
• All New Patient charts prepped with referring doctor note and or letter
• Online check of Medicare/Medicaid
• 4 pager completed by patient every 3 years
• Demographics completed every year

• Remain professional at all times with patients, staff and referring doctors

• Assists in keeping waiting room neat

• Gives occasional lunch and telephone relief for other staff

• Attends staff meetings as required

• Maintains strictest confidentiality; adhere to all HIPAA guidelines/regulations.

• Performs other duties as required

KNOWLEDGE/SKILLS/ABILITIES:

• Able to read, write and communicate and present a neat professional appearance.

• Familiarity with medical terminology and experience in a customer service environment preferred.

• Experience with computers

• Word processing and computer experience a must.

• Must be organized and detail oriented

• Create a good impression as a friendly, empathetic, composed and efficient individual as this position has the first contact, phone or face-to-face, with the patient arriving for visit in the clinic.

• Demonstrate reliability, a pleasant attitude and a willingness to perform the duties as required.

• Able to maintain and comply with patient confidentiality and integrity policy on all matters.

EDUCATION/EXPERIENCE:

High School diploma or equivalent. Prefer one year of work experience, preferably in a medical office.

TYPICAL PHYSICAL DEMANDS: Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, operates a calculator, telephone, copier and other office equipment as necessary. It is necessary to view and type on computer screens for long periods.

TYPICAL WORKING CONDITIONS: Work is performed in an office environment. Involves frequent contact with patients, staff members, referring physician’s offices and the public. Work may be stressful at times. Interaction with others is constant and interruptive. Contact may involve dealing with ill patients and/or angry or upset patients.

This description provides only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

It is not intended to be all-inclusive. The employee may be required to perform other reasonably related business duties as assigned.

SERA reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.

HIPAA: All employees are required to adhere to the SERA privacy practices as documented in the SERA Employee Handbook and all SERA HIPAA policies and procedures. Failure to comply may result in disciplinary action ranging from a warning to termination depending on the level of violation.