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:
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Welcomes and greets all patients and visitors, in person or over the phone.
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Is responsible for keeping the front desk area clean and organized.
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Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards).
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Collects outstanding patient balances.
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Obtains referrals and authorizations when required.
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Scans incoming faxes, consents, reports, and all other patient information into patient chart.
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Generates batch transmittal reports for each day.
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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.
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Schedules follow up services and office visits for patients.
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Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
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Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
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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.
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Ensures proper hand off of responsibilities once their task is completed.
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Meets established attendance criteria and starts work promptly. Punctual and dependent for assigned/confirmed shifts.
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Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.
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Consistently demonstrates good use of time and resources.
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Ensuring that all medical records are accurate and complete.
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Performs other position related duties as assigned.
CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS
KNOWLEDGE | SKILLS | ABILITIES
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Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs.
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Ability to answer multiple incoming telephone calls.
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Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.
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Customer-oriented with ability to remain calm in difficult situations.
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Ability to work independently and manage multiple deadlines.
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Ability to comprehend established office routines and policies.
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Ability to keep financial records and perform mathematical tasks.
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Knowledge of Medical Terminology.
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Excellent verbal and written communication skills.
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Proficient interpersonal relations skills.
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Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
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Ability to navigate online health insurance portals to verify benefits.
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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.
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Complies with HR confidentiality standards.
Requirements:
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.
REQUIRED TRAVEL
N/A
PHYSICAL DEMANDS
Carrying Weight
Frequency
1-25 lbs.
Frequent from 34% to 66%
26-50 lbs.
Occasionally from 2% to 33%
Pushing/Pulling
Frequency
1-25 lbs.
Seldom, up to 2%
100 + lbs.
Seldom, up to 2%
Lifting - Height, Weight
Frequency
Floor to Chest, 1 -25 lbs.
Occasional: from 2% to 33%
Floor to Chest, 26-50 lbs.
Seldom: up to 2%
Floor to Waist, 1-25 lbs.
Occasional: from 2% to 33%
Floor to Waist, 26-50 lbs.
Seldom: up to 2%
