Patient Service Representative I

About the role

The Patient Service Representative I is responsible for preparing charts for patient visits, including updating and/or entering patients in the practice management system, copying insurance cards, and verifying insurance coverage. They notify clinical staff when a patient has arrived, answer multi-line phones, take messages or transfer calls, schedule patient appointments, handle collection/billing activities, and provide efficient office support, teamwork, and outstanding customer service.

Responsibilities

• Patient/Customer Focus: Makes patients and their needs a primary focus; shows interest in and understanding of the needs and expectations of internal and external customers; gains patient trust and respect; meets or exceeds patient’s expectations.
• Patient Chart (file) Maintenance: Update charts as needed using EMR; enter patients into EMR system; ensure that appropriate paperwork is documented in patient’s file in accordance with center and legal compliance.
• Patient flow: Ensure that each patient is warmly greeted; update patient demographic and insurance information; ensure that physicians and nurse practitioners are aware that patient is ready to be seen; wrap up patient visit by collecting appropriate payments, scheduling appointments as needed, and ensuring that patient has appropriate medications or prescriptions as needed.
• Planning and Organizing: Organizes work, sets priorities, and determines resource requirements; manages the telephone, concisely and accurately documenting messages; handles routine patient concerns and inquiries; handles or distributes mail and faxes; keeps work area neat and free of clutter; maintains an organized working environment.
• Collection/Billing Activities: Collects all co-payments and deductibles; addresses past due balances and helps to initiate payment plans; ensures that paperwork is completed correctly and with the appropriate documentation; works with billing department to ensure that sliding fee applications are complete in accordance with company policy and procedures; ensures that insurance plans are verified and active; monitors sliding fee percentages.
• Communication and Teamwork: Participates as an active and contributing member of a team to achieve team goals; works collaboratively with others, involves others, shares information as appropriate, and shares credit for team accomplishments; manages patient flow and pays attention to the needs of the patient and the clinician; actively supports the Mission, Vision and Values of CHCGD; actively participates in staff meetings, in-services and training sessions.
• Technical/Professional Knowledge and Skills: Possesses, acquires and maintains the technical/professional expertise required to do the job effectively; demonstrates knowledge through problem solving, applying professional judgment and competent performance; maintains up-to-date knowledge of providers, third party payers, and medical terminology; develops and maintains skill level on appropriate computer systems including NextGen, Outlook, MS Word, and Excel; has thorough knowledge of the Patient “No Show” and Cancellation Policies and processes; consistently follows through with appropriate letters to patients as required.
• Adaptability and Innovation: Adapts well to changes in assignments and priorities; adapts behavior or work methods in response to new information, changing conditions or unexpected obstacles; uses creativity and imagination to develop new insights into situations and applies new solutions to problems; remains open to feedback for improvement; suggests new ways to address issues; shares patient, office or workflow concerns and possible solutions for resolution.

Position Requirements

• General Knowledge: Knowledge of third party payers and medical terminology is preferred; fundamental knowledge of billing processes and concepts preferred.
• Computer: Basic computer and keyboarding skills; use of NextGen and MS Office Suite required.
• Communication: Strong oral communication and telephone skills; excellent customer service skills with both internal and external customers.
• Work Environment: Fast-paced environment; strong prioritization skills needed; must be able to perform multiple tasks at the same time.
• Physical Requirements: General sitting, standing, walking, bending and arm movements, keyboarding, stooping, lifting up to 20 pounds.
• Educational Requirements: High school diploma or equivalent certificate; current basic CPR certification required or obtained within 90 days of hire.
• Experience Requirements: 1–3 years of experience in a health care facility preferred.

Benefits

• Medical
• Dental
• Vision
• Supplemental Insurance
• 401(k) with company match up to 6%
• Employer covered long-term disability, short-term disability, and basic life insurance
• Wellness Program