Patient Service Representative

Schedule and Accurately Complete Full Registration

• Perform full registration for patients requesting appointments
• Affirmatively adhere to policies and procedures regarding appointment scheduling and registration processes
• Achieve accuracy and attention to detail to maintain high quality standards

Pre-registration Process

• Initiate pre-registration process
• Ensure all demographic insurance information is accurate, complete, and up-to-date on patient's chart

Verification and Insurance Management

• Verify insurance information
• Verify benefits and insurance referral information
• Obtain legal photo identification and (if applicable) insurance cards and validate patient identity and coverage

Customer Service and Financial Counseling

• Provide patients with all required information regarding appointments and payment policies
• Offer upfront financial counseling services including identifying alternate funding resources and establishing payment plans
• Inform patients of financial obligations and collect funds according to established guidelines
• Act as a liaison/advocate for patients, physicians, and staff in facilitating ease of care

Problem Resolution and Liaison

• Identify and resolve trouble spots and problem patterns in the provision of care
• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements

Training and Customer Service

• Train other patient services representatives
• Provide excellent customer service skills

Work Environment

• An office environment with a controlled atmosphere
• Exposure to staff or patients with communicable diseases and blood borne pathogens

Qualifications

• Education: High School Graduate or General Education Degree (GED)
• Experience: 2+ Years experience in a patient facing healthcare function or other customer service function preferred

Knowledge/Skills/Abilities

• Excellent verbal and written communications skills in English
• Bi-Lingual a plus
• Excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills
• Maintain mathematical and cash management skills
• Show excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and social economic backgrounds
• Ability to work as an integral team member under minimal supervision, in a fast-paced, complex environment
• Show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations
• Computer literate and able to use multiple systems and acquire proficiency in multiple electronic systems
• Proficient with Microsoft Office Suite