PATIENT SERVICE REP - Oncology

General Statement of Duties

Patient-focused tasks include greeting patients, scheduling appointments, scheduling any ordered tests, validating demographics, updating insurance coverage, and collection of co-pays and account balances.

Essential Job Functions

• Able to multitask, and to independently move from one area to another providing assistance where needed on a daily basis.
• Answer incoming telephone calls promptly in an appropriate, professional and courteous manner.
• Learn daily functions of the check-in area which include but not limited to:
• Prepares for patients’ arrival
• Reviews insurance for referral and/or co-payment requirements
• Collects payment on account balances owed by patient
• Maintains daily census
• Accepts and schedules all incoming consultations by phone
• Demonstrates understanding of customer service
• Greets patients and visitors in a prompt, courteous, and helpful manner.
• Establishes eye contact with customer.
• Communicates in professional and friendly manner.
• Acknowledges visitors and accurately responds to routine requests for information.
• Notifies nursing staff of apparent seriously ill patient on arrival and upon discharge.
• Checks patients in by completing the following tasks:
• Verification of patient demographics (name, address, phone number) every 6 months
• Confirmation of and updating insurance information each visit
• Initiation of required changes as necessary
• Notifying clinical personnel of patient’s arrival
• Collections co-pays, payment on account (cash, check, credit card)
• Batches all payments, balances cash drawer daily
• Codifies patient’s discharge at the check-out area
• Scheduling appointments
• Follow-up consultations as ordered for each patient
• Scheduling chemotherapy appointments
• Scheduling “nurse only” appointments
• Scheduling outpatient radiology and laboratory testing
• Refers to Financial Counselors under the following circumstances:
• Patient requires counseling regarding financial difficulties
• Patient requests/requires payment plan for account
• Tests that require prior approval
• Miscellaneous duties:
• Sorts and delivers departmental mail
• Notifies physicians of any incoming calls from referring physicians, retrieves chart for oncologist immediately
• Stocks area with paper, office supplies, appointment cards
• Other duties as assigned specific to department needs

New Patient Specialists (NPS)

• Receive referrals by electronic transmission, fax, or by mail. Acknowledge receipt to referring office. Records are reviewed for completeness: notes, path, labs, imaging, other pertinent information. Referring office contacted if additional records needed.
• New patient form is completed and attached to the records, then given to physicians for review.
• Physicians mark priority/urgency of appointment on the form and return to PSR/NPS via designated inbox in department
• PSR/NPS locates available time on physician schedule
• Contact patient with instructions
• NPS registers patients in systems
• Logs referrals on spreadsheet for tracking and coding
• New patient packet is sent to Medical Records to be scanned in chart for coding
• Codes patient information

Code of Conduct

• Maintains work area and lobby in neat and orderly manner.
• Attends meetings as required.
• Performs related work as required per department (See required duties specific to department)
• Adapts to role changes in a positive manner.
• Demonstrates ability to effectively function in other departments as needed.
• Directs Pharmaceutical Representatives to the appropriate location.
• Does not conduct personal business during working hours.
• Does not eat or drink while visible to the public.
• Answers telephones, takes messages and/or routes call appropriately.

Typical Physical Demands

• Responsibilities may require sitting or for standing for long periods of time.
• Spooning, bending and stretching for files and supplies is common.
• Occasional lifting of files or paper weighing up to 30 pounds may be required.
• Work requires manual dexterity sufficient to operate a keyboard, telephone, copier and such other office equipment as necessary.
• It is necessary to view computer screens for long periods of time.

Typical Working Conditions

• Work is performed in a reception area.
• The position involves frequent contact with patients.
• Work may be stressful at times.
• Interaction with others is constant.
• Frequent interruptions occur.
• Contact involves dealing with ill people.

Performance Requirements

• Excellent communication skills are required.
• Must be able to communicate to customers in a friendly, professional manner.
• Problem solving: The duties of the job follow established procedures with some variation in judgment required, especially when dealing with patients and in recognizing proper charge relationships.
• The incumbent must be able to handle patient inquiries and questions in a tactfully, courteous manner.
• Must be able to speak clearly and concisely.
• Must demonstrate the ability to read, understand and follow oral and written instructions.
• Demonstrates ability to accurately sort and file materials by alphabetic or numeric systems.
• Demonstrates ability to establish and maintain effective working relationships with patients, employees and the general public.

Education

High school diploma or G.E.D.

Job Classification

HIPAA Compliance: In order to fulfill the responsibilities of this position, access to the following information is required: Medical Records/Patient Demographics