Job Description

Job Description

Job Description

JOB SUMMARY: The Patient Service Representative works in conjunction with providers and clinical staff to take care of patients’ administrative needs. This position is vital to giving the patient the Patient’s First service and treatment they deserve as soon as they walk into our facility. Primary responsibilities include checking in patients for appointments, collecting patient payments, answering telephones, taking accurate messages, scheduling appointments, and checking insurance eligibility. This position utilizes our electronic medical record system to verify and update patient demographic information as well as posting and balancing of payments collected. PSRs are friendly and provide excellent customer service, assuring that patients are informed and well cared for while waiting for their appointment.

QUALIFICATIONS :

JOB SPECIFIC CORE COMPETENCIES:

• Responsible for the efficient and accurate scheduling and registration of all patients requiring and/or requesting services.
• Demonstrate a functional and technical understanding of applicable scheduling and billing software, intranet, and intranet usage, excel/word software, e-mail, usage and web-based applications. Required to check e-mail daily and use as a source of internal and external communication. Required to understand and utilize electronic medical record technology.
• Ability to work with peers in a team situation and create a positive work environment for team members.
• Demonstrated oral communication skills needed to develop patient rapport and ability to independently address patient needs as appropriate

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES :

The following list describes the essential duties of this role. Individuals in this role may perform additional, related duties not listed here.

• Patient Support: Support the patient and family experience by providing helpful and courteous service at all times. Process requests for patient appointments in a timely manner, making sure that all appointments are made with respect to patient preferences and insurance plan. Keep patients informed of delays and explain alternatives when possible. Maintain patient visit schedule consistent with provider and resource availability. Check out patient and schedule next appointment if necessary. Promote and encourage patient usage of My Chart and support patient in the enrollment process.
• Patient Billing: Verify and update demographics, insurance coverage, plan benefits coverage, signed insurance assignments, release of information signature, pre-certification information and consents. Collect payments for balance due as well as co-pays. Assist patient with billing questions as capable, and refer complex problems to the CBO. Balance and close the cash drawer following internal audit protocols.
• Communication: Answer, and direct incoming telephone calls appropriately. Use AIDET to insure a positive first impression when greeting patients and visitors as they arrive.
• Referrals: Coordinate referrals, precertification and prior authorizations per office protocol.
• Administrative duties: Manage items in any assigned work queue. Sort, distribute and scan all mail and faxes as appropriate including but not limited to lab results and outside records on a daily basis following HIPAA privacy practices. Process requests for medical records per office protocol following HIPAA privacy practices.
• Individuals may not perform all of these duties, or may perform additional, related duties not listed here.

COMPETENCIES (KNOWLEDGE, SKILLS, & ABILITIES)

• Must be able to read, write, and speak English, CPR Certified. Ability to operate fax machines, copiers, laser printers, and label printers. Demonstrates proficiency in the use of computer systems that support the Maternity Services Department, including EMR and infant security system.
• Display the behavior, attitude and action of a team player. Flexible and adaptable to meet the needs of the business by working in other departments or locations as needed. Follow all Network Compliance policies, the HIPAA Privacy Rule and the Network Responsibility & Compliance Program (NRCP), which includes the Code of Conduct. Operate all areas of responsibility with strong business ethics and integrity. Embrace, live out and promote the network Standards of Behavior and PRIIDE values
• Ability to maintain confidentiality
• Ability to utilize Microsoft Office Suite
• Ability to work effectively within a team environment
• Ability to handle multiple tasks competently
• Ability to work under pressure
• Ability to communicate effectively both orally and in writing
• Ability to be detail oriented
• Ability to be organized

EXPECTED BEHAVIORS :

• Demonstrates advocacy, respect and truth telling
• Demonstrates accountability for own actions
• Demonstrates ability to respectfully address interpersonal conflicts
• Takes initiative to help others
• Demonstrates a learning attitude toward solving problems
• Demonstrates openness to change and new learning
• Reports to work on time and has regular attendance
• Adheres to practice defined dress code
• Attends Staff meetings, in-services, and continuing education
• Accept assignments based on workload, priorities, and the qualifications and competencies of self and of other staff members
• Respects the needs, expectations and rights of all individuals
• Advocates the rights of all to a safe environment
• Uses sensitivity to interact with patients and families with a variety of developmental and socio-cultural backgrounds to guide decision-making
• Identifies work processes and strives to reduce cost and increase satisfaction
• Identifies customers and demonstrates understanding of customers’ expectations
• Actively works to increase satisfaction of all
• Monitors customers’ satisfaction
• Takes active role in department process improvement efforts; demonstrates understanding of outcomes
• Demonstrates an understanding of responsibilities
• Demonstrates diagnostic thinking/reasoning
• Utilizes feedback from peers, supervisor, customers to drive performance and behaviors
• Prioritizes workplace safety

MANDATORY LICENSE/REGISTRATION/CERTIFICATION:

• CPR

EDUCATION AND EXPERIENCE REQUIREMENTS :

• High school diploma or general equivalency diploma (GED).
• Medical Terminology knowledge preferred.
• 1-3 years’ experience in computer operations.
• Successful experience in working with public.
• 1-3 years customer service experience.
• Ability to work in a fast-paced high stress environment.
• Attention to detail
• Knowledge of medical office practices and procedures
• Prefer two plus years of experience in a healthcare setting
• Basic accounting, including but not limited to reconcile receipts and monies at the end of every shift.

Job Tags

Live out, Work at office, Flexible hours, Shift work,

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