Patient Services Representative

PURPOSE: To serve as the initial point of contact through our call center and front desk to register all patients - utilizing skills of tact, compassion, and confidentiality in a professional manner. Responsible for an array of activities related to patient intake and care, including greeting and checking-in patients, and receiving phone calls, as well as verifying information supplied by patients.

EDUCATION REQUIREMENTS: High School diploma or GED.  

EXPERIENCE: One-year medical office, call center or related experience.  Patient Services experience preferred.

ACCOUNTABILITIES: (include but are not limited to)

• Provide excellent customer service
• Registering and scheduling patients, data entry of demographics and insurance information
• Verify patient insurance and referrals available
• Manage calls from patients requiring medical care and provide / gather information needed
• Check in / Check Out patients verify and update all demographic and insurance information and collection of co- payments resulting in proper cash reconciliation
• Maintain appointment computer scheduling in accordance with office scheduling policies.
• Understand the requirements of the callers and our practice and input information into our systems
• Reviewing patient accounts, identifying delinquent accounts, and sending patient with overdue payments to the patients accounts team.
• Informing patients about delays and waiting times.
• Contacting / interacting with appropriate facilities, such as hospitals, rehabilitation centers, assisted living facilities, etc. in regard to patient care
• Scheduling diagnostic tests / follow up appointments for patients
• Pulling tests as required for an assigned physician, or as a back-up to another co-worker.
• Updating and verifying patient information at every visit.
• Learning urgent call management techniques
• Understand various aspects of medical insurance
• Take electronic messages and convey information to respective medical care providers
• Assisting patients in filling out patient history forms, consent forms, and payment contract forms, when necessary.
• Performing administrative and clerical duties, such as filing paperwork, when necessary.
• Perform administrative support as required.
• Scheduling diagnostic tests / follow up appointments for patients.
• Other duties as assigned by managers and leads

KNOWLEDGE:

• Working knowledge of the Microsoft Office suite of software products, Internet Explorer, Google Chrome and/or other search engines on the web
• Working knowledge of office equipment 
• Familiarity with HIPAA, insurance regulations, policies, procedures, and other regulatory policies 
• Medical office procedures, policies, practices and medical terminology, telephone protocol and professional etiquette
• Uses good grammar, spelling and punctuation, sentence structure and proofreading for accuracy
• Knowledge of common safety hazards and precautions to establish a safe working environment

Qualifications:

• Detail oriented, well-organized individual with ability to multitask and prioritize in order to address multiple needs simultaneously
• Able to react calmly and effectively in under stress
• Ability to interpret, adapt and apply guidelines and procedures
• Develop and maintain effective and professional working relationships with patients, medical staff, coworkers and the public by displaying sympathy, tact and understanding
• Must be a team player with a positive attitude, adjust to various personalities, work with a diverse population, demonstrating patience and professionalism
• Represents the clinic in a professional manner
• Capacity to work with and without supervision and perform a variety of routine tasks
• Ability to maintain strict confidentiality on all patient matters