Job Description
The Patient Service Representative is responsible for performing all aspects of the front office operations to include check-in, check-out, cashier, call center and insurance verifications. This position requires a self-starter and must be able to identify and take the initiative to assist in all areas of the department.
ESSENTIAL JOB FUNCTIONS - Demonstrate the ability to effectively communicate with patients about medical questions, outstanding balances, insurance benefits, etc.
- Greet patients upon arrival in a professional and courteous manner, check them in and obtain insurance and other required information to ensure a smooth billing cycle.
- Check patients out and complete the patient tracking in the electronic medical records (EMR) system.
- Maintain accuracy of insurance information and patient demographic by verifying the information at each patient encounter.
- Schedule patient appointments using the established operational standards.
- Collect coinsurances, deductibles, copays, outstanding balances and self-payments that are owed at the time of checkout. Accurately post payments and provide receipts to patients.
- Reconcile individual daily receipts and money collected with the end of day reports to confirm money balances.
- Scan documents into the EMR system.
- Keep work area clean and neat.
- Lock the front door and turn off the television at the end of day.
- Answer the telephone in a warm, friendly manner.
- Direct urgent calls to the appropriate clinical staff and follow up as needed.
- Obtain accurate and complete information for hospital consultations and forward to the appropriate clinical staff and/or physician according to practice protocols.
- Educate and promote the patient portal and if needed, provide a token so patients can enroll in the portal.
- Address the patient portal tasks in accordance with the Clinic’s protocols.
- Answer multi-line phones and either handle the caller’s needs or direct the caller to the appropriate party as needed.
- Familiar with the practices and job duties at the Wolf River Clinic and all outlying clinics and is able and willing to work at these locations as needed.
- Demonstrate knowledge of the EMR system to schedule, cancel and/or reschedule appointments as requested by patients and providers.
- Communicate regularly with supervisor, keeping him/her apprised of all pertinent information and providing feedback.
- Ensure compliance for all regulatory requirements including OSHA, CLIA and HIPAA; immediately and accurately document and report occurrences to supervisor; and ensure compliance with all legal and regulatory requirements as outlined in the corporate compliance plan.
- Support and adhere to all company policies, procedures and management decisions; maintain confidentiality of patients’ medical information; and all confidential administrative related issues.
- Demonstrate dependability in attendance, punctuality in reporting for work and initiative in completing a full work schedule; meeting or exceeding all established deadlines and utilizing all resources and supplies efficiently and appropriately.
- Demonstrate the ability to concentrate during the course of the day.
- Display a positive outlook with a helpful, constructive manner when working with other employees.
- Demonstrate superior patient relations and interpersonal skills; demonstrate an appropriate level of mental and emotional tolerance and even temperament when dealing with staff, patients and general public using tact, sensitivity and sound judgment; promote a positive work environment and contribute to the overall efforts of the department and the company.
POSITION REQUIREMENTS - High School Diploma or GED equivalent is required.
- A minimum of two years of experience working at the front office in a physician’s office is required, preferably at a urology practice.
- Computer experience is required.
- Medical terminology is preferred.
- Ability to plan, schedule, prioritize and complete multiple tasks and demands is required.
- Excellent oral and written communication, interpersonal, problem-solving and organizational skills are required.
- Occasional overtime, evening and weekend work is required.
- A valid driver’s license, dependable automobile and current auto insurance are required for occasional travel for business purposes and to work at satellite locations.
ESSENTIAL PHYSICAL REQUIREMENTS - Requires prolonged sitting, some bending, stooping and stretching, or performing other work requiring moderate physical exertion.
- Capacity to maintain physical activity over prolonged periods of time (stamina).
- Able to see for the purpose of reading information received in different formats including but not limited to paper, computer, reports, bulletins and manuals.
- Able to hear for work-related purposes.
- Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
- Able to lift up a minimum of 25 pounds.
ESSENTIAL ENVIRONMENTAL CONDITIONS - Work is generally performed under normal office working conditions.
- Normal level of visual strain.
- Ability to cope with stress caused by public interaction, multiple demands and extraneous noises.
- Possible exposure to contagious diseases.
Job Tags
Full time, Immediate start, Afternoon shift,