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 of Insurance Information

• Verify insurance information
• Verify benefits and insurance referral information

Photo Identification and Insurance Card Validation

• Obtain legal photo identification and (if applicable) insurance card(s)
• Validate patient identity and coverage before services are rendered
• Ensure patient safety and financial reimbursement

HIPAA Standards Compliance

• Adhere to HIPAA standards related to patient privacy and confidentiality

Provide Patients with Appointment and Payment Policies Information

• Inform patients about appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, cancellation policy)

Financial Counseling and Collection

• Offer upfront financial counseling services at the time of check-in
• Identify alternative funding resources and establish payment plans
• Advise patients of financial obligations and collect funds according to established guidelines

Liaison and Advocate Role

• Act as a liaison/advocate for patients, physicians, and staff
• Facilitate ease of care by identifying and resolving trouble spots and problem patterns in the provision of care
• Notify appropriate parties of appointment times, referral criteria, insurance verification, and prior authorization requirements

Training and Customer Service

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

Position 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. Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills. Mathematical and cash management skills. 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. Ability to 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

Work Environment

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