Job Summary
Under the direction of the Clinic Manager, Clinic Administrator, or Patient Services Representative Supervisor, the Patient Services Representative plays a key role in providing exceptional customer service to patients by greeting them warmly, answering any inquiries they may have, and ensuring they have a positive experience during their visit. The Patient Services Representative must have a strong attention to detail and the ability to multitask in a fast-paced environment.This position requires excellent interpersonal and customer services skills andmust be courteous and helpful to everyone walking into a clinic.
Greet and assist everyone who walks in the door with eye contact and a smile, ensuring everyone feels welcome and cared for
Register new patients and patients who have fallen out of care either in person or over the phone
Gather all documents required for new patient registration, ensuring accurate patient demographics and guarantor information at every patient visit
Identify patients who require program assistance and schedule patients with Care Coordinator Specialist for assessment and program enrollment
Answer incoming calls within 3-4 rings and make patient calls in a courteous and professional manner
Return voicemails by the end of the next business day
Schedule patient follow-up appointments, confirm upcoming appointments, and reschedule as indicated
Ensure that appropriate insurance is selected for services rendered for the date of the scheduled visit
Check patients in and out for scheduled or walk-in appointments
Ensure patients are empaneled according to provider of record and keep up to date with the provider's panel management
Assist and encourage patients with signing up for MyChart
Answer MyChart patient messages related to registration and/or appointment scheduling
Assist patients using tablets or other devices to obtain demographic information required to establish electronic record as needed
Run, review, and demonstrate understanding of insurance eligibility
Scan all information pertaining to registration into EHR
Monitor and respond to website inquiries requesting new patient information
Collect and turn in Release of Information (ROI) to HIM department
Collect applicable co-pays and outstanding balances at time of check in
Keep track of daily incoming documentation for providers
Follow up on no-shows and send out no-show letter as stated on no-show workflows
Advise Case Manager or EIS Worker when patients indicate need for linkage to internal/external resources (when applicable)
Keep supervisor informed of office equipment upkeep/maintenance
Complete appointment confirmation calls for unconfirmed patients 24 hours prior
