Patient Service Representative/Surgery Scheduler - Pain Management

About Our Company

We're a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Job Description

Position Summary:

The Patient Service Representative (PSR) - Infusion Scheduler serves as a key member of the Rheumatology and Oncology/Hematology team contributing to the daily activities of the medical office team-based care, performing a variety of administrative and complex specialty scheduling duties to assist our patient population with the highest standard of care, while delivering a positive patient experience. This highly motivated individual works to ensure patient satisfaction and efficient operations, including ensuring the patient care is a top priority by being compassionate and kind while being an empathetic communicator give the complexity of care delivered.

Essential Functions:

• Greets visitors, patients, and families in a friendly professional manner and directs them appropriately.

• Maintains an efficient patient flow through the registration process and provides excellent customer service to patients/families.

• Promptly answers the telephone, directs all calls appropriately, takes an accurate message and delivers to the appropriate individual/demonstrates appropriate etiquette.

• Communicates proactively with co-workers, physicians and patients regarding registration related information.

• Informs patients of delay in physician schedules, assists with patient comfort while delayed.

• Posts all self-pay charges, collects payments, and provides patient with receipt. Accurately reconciles daily payments.

• Opens and closes batches properly, accurately reconciles collections, prepares deposits and documents corrections.

• Scans the insurance card, processes insurance verifications utilizing the on-line system, and updates the patient account. Updates patient information including demographics, insurance, HIPAA forms and financial waivers.

• Schedules internal procedures accurately according to department guidelines; using waitlist when applicable.

• Initiates authorization request

• Completes referrals according to departmental guidelines and properly enters into the appropriate systems.

• Schedules and enters orders for diagnostic tests, and procedures, following all appropriate workflows.

• Enrolls patients in patient portal.

• Effectively communicates problems, concerns, or issues to the Department Supervisor or Manager appropriately and promptly.

• Responsible for coordination of lab and imaging patient appointments to confirm completion in staging patient for procedures or office visits

• Ensures patient has appropriate appointments scheduled based on treatment plan; this could entail scheduling for sutures.

• Ensures prior authorization in place and matches ordered procedure and coordinates authorization status.

General Job Functions:

• Recognizes and performs duties which need to be performed although not directly assigned.

• Performs various clerical duties such as faxing, photocopying, scanning, filing and mailings.

• Demonstrates flexibility with various work schedules, covers for other staff when asked including other office locations.

• Demonstrates the ability to adequately follow downtime procedures

• Other duties as assigned.

Physical Job Requirements:

• Physical mobility, which includes movement from place to place on the job, taking distance and speed into account.

• Physical agility, which includes ability to maneuver body while in place.

• Dexterity of hands and fingers.

Environmental Risks:

• Extreme temperatures

• Combative Patients / Visitors

• Confined spaces

• Allergens: dust, mold and/or pollen

• Sharps

• Latex

Blood-borne Pathogens:

• Exposure to infectious hazards, blood, body fluids, non-intact skin or tissue specimens.

• Contact with patients or patient specimens are possible.

• Unplanned or unexpected exposure.

Education and/or Experience:

• High School Graduate or GED required. Associate's Degree, preferred.

• Previous PSR experience preferred

• Ability to communicate in English, both orally and in writing.

• Must have excellent customer service skills.

• Must have the ability to organize and perform multiple tasks in a timely manner.

• Knowledge of medical office and terminology preferred.

• Basic proficiency in computer use, required. Previous experience with Standard Office Technology in a Windows based environment preferred.

• Experience EHR, Practice Management System and Departmental/Ancillary Systems preferred.

Travel:

• Ability to commute to satellite locations as needed

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.