Patient Service Representative

About the Role

Provides support with the daily activities of the organization including filing, telephone coverage, patient registration, and referrals. Ensures delivery of quality patient services through utilization of patient-focused processes, established work standards, and policies and procedures.

Responsibilities

• Communication
  • Answers telephone and responds to inquiries, directs callers to appropriate areas, or initiates triage slips for medical personnel response.
  • Greets and directs patients, salespeople, and visitors with courtesy and discretion, providing exemplary customer service.
  • Effectively manages calls and deals with patient requests and complaints.
  • Reads, comprehends, and applies knowledge about insurance co-pays, deductibles, and other insurance-related information.
  • Detects and corrects errors, completes forms, obtains needed information, and maintains logs and files.
• Workplace Computers and Equipment
  • Registers patients and verifies that patient records are up to date and accurate.
  • Enters appropriate changes in CPS and accurately inputs confidential personal health and financial information.
  • Verifies insurance information.
  • Manages files, initiates and replies to record requests, photocopies records and documents for billing and/or legal services, and sends/receives information via fax or email while complying with all medical records laws.
  • Works walk-in patients into the schedule.
• Compliance, Quality & Policy
  • Complies with federal and local patient privacy laws.
  • Verifies patient and/or guardian identification.
• Checking, Examining, and Recording
  • Collects and applies patient payments, adjustments, and reconciles daily cash reports.
• Teamwork
  • Assists in coverage for other areas.
  • Performs other tasks as needed under the direction of the lead PSR and/or Director of Operations.
  • Maintains open relationships and lines of communication with co-workers.

Skills

• Ability to deliver exceptional customer service by empathizing with customer/patient needs.
• Skilled at working with diverse patient populations.
• Analytical and critical thinking skills to resolve conflicts and problem-solve to meet customer needs.
• Data entry skills with the ability to check accuracy of detail work such as correct spelling of names, numbers, dates, and times.
• Ability to plan, prioritize, and organize work and adapt to possible changes as necessary.

Qualifications

• High school diploma, G.E.D., or equivalent.
• Required: One year of customer service experience.
• Desired: Experience in a medical office and with Electronic Medical Records Systems.