Patient Service Representative

About the Role

The Patient Service Representative is responsible for daily maintenance of front office functions under the direction of the practice manager or lead patient service representative. This role serves as the face of the practice, ensuring high levels of customer service while handling patient registration, appointment scheduling, check-in, check-out, and communication with patients, coworkers, physicians, and external vendors.

Responsibilities

• Greets and registers all incoming patients professionally.
• Handles incoming and outgoing communications concisely and in a pleasant manner.
• Prioritizes appointment urgency following company standard operating procedures.
• Schedules all patient appointments in EMR according to standard operating procedures.
• Obtains complete and accurate demographic and insurance information for each patient during registration.
• Documents all patient encounters in the appropriate section of the patient’s electronic medical record.
• Collects patient accounts and/or co-payments, maintaining accurate accounting of daily collections.
• Responds to patient inquiries regarding basic insurance or billing questions.
• Answers telephone promptly and courteously, using proper telephone etiquette, taking complete messages, and routing callers appropriately.
• Checks phone messages hourly and returns all calls before lunch, mid-afternoon, and prior to leaving for the day.
• Restocks and maintains assigned workstation and equipment in a neat and orderly fashion.
• Sends appropriate records, calls, and messages to physicians.
• Sorts and routes incoming faxes (e.g., images, records requests, refill requests).
• Processes incoming referral faxes as top priority:
  • Creates new referral charts, calls patients to schedule appointments, and documents outcomes.
  • Follows up with referring offices if unable to schedule.
  • Creates new patient charts, ensuring referrals and records are in the chart prior to appointments.
  • Ensures all patient charts contain primary care provider and referring physician information.
• Makes patient appointment reminder calls.
• Sends medical records releases to referring physicians, documents requests, and scans them into the EMR.
• Documents all patient encounters in the EMR.
• Provides courteous customer service and maintains composure when dealing with angry or irritated patients.
• Problem-solves and anticipates issues.
• Maintains the referral platform.
• Demonstrates knowledge of medical terminology, acronyms, EMR, and HIPAA policies.
• Performs other duties as assigned by management.

Requirements

• High school diploma or equivalent required.
• One year of work experience in a medical office setting preferred.
• Knowledge of medical terminology preferred.
• Completion of a recognized medical secretarial program preferred.
• Word processing and computer experience required.
• Ability to answer multi-line phones.
• Strong team player with enthusiasm for working with others.
• Excellent phone etiquette and exceptional customer service skills.
• Good organizational skills and professional appearance.
• Previous electronic medical records experience required.
• Ability to handle confidential information, including patient diagnoses and medical records.

Working Conditions

• Able to work 40 hours per week in a medical office setting.
• Ability to see details at close range.
• Ability to listen and understand information through spoken words and sentences.
• Ability to read and understand written information.
• Ability to communicate information verbally so others will understand.
• Sitting for long periods of time.
• Daily use of hands to type, file, and write/sign documents.
• Minimum lifting requirement of 20 pounds to move office supplies.