Patient Service Representative

About the Role

Responsible for performing all aspects of the patient encounter from scheduling appointments, registering new patients, screening patients by phone or in person, through the check-out process.

Responsibilities

• Performs front office and clerical duties, including but not limited to:
  • Answers phones in a courteous and professional manner
  • Greets all patients and confirms their appointment time
  • Directs patient flow to assure smooth activity
  • Monitors waiting room activity
  • Maintains clean waiting areas
• Accurately schedules all patient appointments and return appointments based on physician/dentist or student doctor and medical/dental specialty
• Obtains, verifies, and records patient demographic information, including all insurance information required by the appointment system
• Verifies financial eligibility of all patients scheduled
• Obtains necessary authorizations based on patient’s insurance requirements
• Confirms all appointments within 48 hours of scheduled time
• Reconciles no-show patients and schedules revisit appointments as needed
• Conducts patient callbacks as directed by providers
• Handles collection activities in the service area, including co-payments, deductibles, non-covered services, and self-pay balances
• Assembles, updates, copies, and releases records according to medical/dental record protocol
• Performs other duties as assigned

Requirements

• Bilingual (Spanish) preferred but not required
• Excellent oral and written communication skills, with the ability to communicate clearly by telephone or in person
• Ability to work under pressure and manage multiple priorities
• Medical/dental terminology sufficient to identify and explain procedures to patients, third-party payers, and medical facility personnel
• Knowledge of CPT and ICD-9 coding
• Sufficient knowledge of insurance plans to assess the need for prior authorization of procedures and referrals, and to interpret patient financial information
• Typing speed and accuracy to correctly enter data on the computer and query accounts while talking with patients on the telephone