Patient Service Representative

Essential Job Responsibilities

• Schedules appointments for patients either by phone or in person.
• Clinic offers after-hours/one-day appointments, representative will schedule these appointments following walk-in protocols.
• Uses electronic medical record program to match physician/clinician availability with patient's preferences in terms of date and time.
• Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.
• Ensures that updates (e.g., cancellations or additions) are input daily into master schedule.
• Uses customer service principles and techniques to deal with patients calmly and pleasantly.
• Collects patient demographic information (ie address, income verification, ID) and other paperwork as needed.
• Explains financial requirements to the patient and collects co-pays as required.
• Balances cash drawer daily.
• Demonstrates understanding of HIPPA and protects patient information.

Other Duties

• Performs other duties as assigned.

Education & Experience

• High school diploma.
• Minimum one year of experience in an appointment scheduling position, preferably in a medical/Dental practice setting.

Knowledge & Performance Requirements

• Knowledge of medical/ Dental practice protocols related to scheduling appointments and health insurance.
• Knowledge of computerized scheduling systems.
• Knowledge of customer service principles and techniques.

Skills

• Skill in communicating effectively with physicians/clinicians about scheduling preferences.
• Skill in maintaining master appointment schedule via manual or computerized means.
• Skill in producing reports about appointment patterns as needed.

Abilities

• Ability to multitask effectively, dealing with phone calls, in-office patients, staff, and others pleasantly.
• Ability to communicate calmly and clearly with patients about appointments in all circumstances including when they are ill or have an emergency.
• Ability to analyze situations and respond appropriately.

Equipment

• Standard office equipment with emphasis on computer hardware and software as well as telephone.

Work Environment

• Office or reception area.
• Exposure to communicable diseases and other conditions related to clinic setting.

Mental/Physical Requirements

• Mainly sedentary with some standing, walking, reaching.
• Daily and repetitive data entry may cause nerve problems unless ergonomic techniques are used.
• Periodic stress from handling many calls and patient requests.