Patient Service Representative

About the role

A nonexempt, clerical position responsible for making appointments for patients following medical/dental practice procedures. Tasks may be integrated into another position.

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 (e.g., 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 HIPAA and protects patient information.
• Other duties as assigned.

Requirements

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

Skills & Knowledge

• 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.
• 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.
• 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.

Work Environment

• Office or reception area.
• Exposure to communicable diseases and other conditions related to a clinic setting.
• Mostly sedentary with some standing, walking, and reaching.
• Daily and repetitive data entry may cause nerve problems unless ergonomic techniques are used.
• Periodic stress from handling many calls and patient requests.

Equipment operated: Standard office equipment with emphasis on computer hardware and software as well as telephone.