Patient Service Representative

Responsibilities

• Greets arriving patients, verifies appointment information, and notifies nursing staff in accordance with policies and procedure.
• Registers new patients and assists them in completion of necessary forms.
• Verifies and updates current patient information (demographic, financial, and clinical) in the EMR system.
• Scans completed forms, identification, and insurance cards into patient documents folder.
• Schedules future appointments based on procedure type, time requirements, and provider schedules.
• Answer incoming phone calls and make outbound phone calls, gathering information to route appropriately.
• Utilize triage system for all patient care related calls, in accordance with triage procedures.
• Initiates, issues, and verifies patient referrals.
• Initiates and receives insurance authorization/pre-certifications as necessary.
• Accepts payments, issues receipts, and reconciles cash drawer daily.
• Monitor the patient flow from lobby to the exam room, making sure patients are seen in a timely manner.
• Communicate with patients if there are any delays/issues in patient care.
• Provide helpful assistance in anticipating and responding to the needs of all patients and family members.
• Remain calm under pressure and effectively deal with difficult people.
• Provides translation for non-English speaking patients, their families, and staff if bilingual.
• Create correspondence to patients who failed to keep appointments in accordance with policy and provider request.
• Accept and directs deliveries of medical/office supplies and mail.
• Perform general office duties, such as document preparation, scanning, mailing, and filing.
• Maintain a professional appearance and a clean, safe environment.
• Respects patients by recognizing their rights; maintaining confidentiality.
• Utilizes technology, including specialized software as applicable, to maximize productivity.
• Develops and maintains electronic files as necessary.
• Exhibits excellent interpersonal skills; provides customer service; assists other support staff as necessary; collaborates with all levels of internal leadership, management, and staff as well as outside clients, vendors, and other external parties.

Qualifications/Requirements

• Experience: Minimum of one (1) year of customer service and/or medical office experience preferred.
• Education: High school diploma or equivalent required. Associates degree from an accredited institution preferred.
• Licenses / Certifications: Other: Bilingual (English/Spanish) candidates preferred, but not required. Proficiency in Microsoft Office (Outlook, Word, Excel, and Power Point).