Patient Customer Service Representative-Full Time- Day

Description Summary

Patient Customer Service Representative/Aide is responsible for providing exceptional customer service for all patients while facilitating patient flow. Acts as a liaison between insurance specialist, schedulers, clinicians and patients. Assists patients and therapists with preparation and provision of efficient therapy services.

Responsibilities

• Serves as the initial point of contact for all patients, greeting and answering phones in a timely and professional manner, prioritizing and directing calls appropriately.
• Performs patient registration and scheduling for all patients.
• Collaborates with schedulers, insurance specialists and clinical staff to optimize scheduling and maximize patient volumes.
• Updates schedules to reflect patient arrival, cancel or no-show.
• Updates insurance information and communicates with insurance specialist to ensure proper billing and authorization.
• Receives and processes patient payments at point of service according to guidelines.
• Answers patient inquiries and refers to appropriate team member.
• Creates and maintains patient charts, including required documentation.
• Scans documents into the medical record and completes the discharge process from all systems.
• Archives paper charts according to established procedure.
• Processes medical records requests identified by Health information management, third party payers, attorneys, patients, caregivers or vendors.
• Maintains and replenishes department supplies to ensure a smooth-running department.
• Ensures optimal patient experience for their visit with set-up and cleaned treatment rooms/gym.
• Assists physical/occupational therapists/speech language pathologists and assistants as instructed.
• Cleans equipment adhering to infection control guidelines, communicates with supervisor about equipment repairs/inspections and safely assists patients as needed on/off equipment.
• Ability to travel between outpatient sites as assigned based on coverage needs.
• Serves as back-up to other administrative functions as needed.
• Performs other duties as assigned.

Required Skills

• Excellent customer service skills, pleasant, professional, and articulate phone voice
• Ability to multi-task
• Computer literacy, efficient and accurate data-entry and reporting skills
• Minimum of one year of healthcare office experience and/or experience assisting therapy clinicians with treatment sessions preferred.
• Experience with medical terminology, medical coding, billing procedures, medical records
• Experience working with patient and/or people interactions within community
• Bilingual - Language preference based on site

Working Conditions

• Manual: Some manual skills/motor coord & finger dexterity
• Occupational: Little or no potential for occupational risk
• Physical Effort: Medium to Heavy effort. May exert up to 35 lbs. force
• Physical Environment: Generally pleasant working conditions