Patient Service Representative

Description: GENERAL SUMMARY The Patient Service Representative I is responsible for providing customer service and ensuring the patient experience, either by phone or in person, is exemplary.

The Patient Service Representative I will coordinate clerical tasks such as answering the phones, greeting patients and visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances. The Patient Service Representative I must ensure that all procedures, from identifying correct patient files to verifying insurance information, are closely followed to create a seamless patient experience between clerical and clinical staff.

ESSENTIAL JOB FUNCTION/COMPETENCIES Responsibilities include but are not limited to: Welcomes and greets all patients and visitors, in person or over the phone. Is responsible for keeping the front desk area clean and organized.

Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards). Collects outstanding patient balances. Obtains referrals and authorizations when required. Scans incoming faxes, consents, reports, and all other patient information into patient chart.

Generates batch transmittal reports for each day. Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff. Schedules follow up services and office visits for patients.

Responds to inquiries by patients, prospective patients, and visitors in a courteous manner. Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment. Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.

Ensures proper hand off of responsibilities once their task is completed. Meets established attendance criteria and starts work promptly. Punctual and dependent for assigned/confirmed shifts.

Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions. Consistently demonstrates good use of time and resources. Ensuring that all medical records are accurate and complete.

Requirements: KNOWLEDGE | SKILLS | ABILITIES Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs. Ability to answer multiple incoming telephone calls. Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.

Customer-oriented with ability to remain calm in difficult situations. Ability to work independently and manage multiple deadlines. Ability to comprehend established office routines and policies.

Ability to keep financial records and perform mathematical tasks. Knowledge of Medical Terminology. Excellent verbal and written communication skills.

Proficient interpersonal relations skills. Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.). Ability to navigate online health insurance portals to verify benefits. Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.

Complies with HR confidentiality standards. EDUCATION REQUIREMENTS High School Diploma or equivalent required. Some college work preferred.

EXPERIENCE REQUIREMENTS Minimum of 1-3 years’ customer service experience required. Experience in a medical office; specifically urology, preferred. Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.