Patient Service Representative, Neurology

As one of the nation's Top 15 Health Systems, recognized by Premier and Modern Healthcare, Valley Health is a place where excellence, compassion, and purpose come together. This distinction reflects our commitment to exceptional patient care, clinical quality, and the caregivers who make it all possible.

About the role

The Patient Service Representative serves as the first point of contact for patients within the Valley Health physicians’ network. This is a key role in the patient experience and must demonstrate excellence in all patient and customer encounters including face-to-face and telephone interactions. This position assures a high-quality patient experience by providing administrative support to the ambulatory care team through excellent customer service, attention to detail, and interpersonal skills.

This position is responsible for the accurate and appropriate scheduling of patients for optimum care and provider efficiency, as well as collecting accurate demographic and financial information during the scheduling and/or registration processes to ensure full and timely revenue capture.

Responsibilities

• Appointment Scheduling And Referral Functions
  • Listens to patients' requests for an appointment and schedules outpatient appointments while following clinic scheduling guidelines.
  • Offers alternate providers or locations when appropriate to meet patients’ needs.
  • Raises patient needs that cannot be met to the Office Coordinator or Practice Manager.
  • Electronically selects and sends appropriate appointment reminder letters to patients in accordance with clinic scheduling guidelines.
  • Utilizes all available scheduling functions, such as Wait Lists, to aid service to patients as appropriate.
  • Follows established clinic scheduling guidelines when canceling and rescheduling appointments.
  • Directs requests from providers or other staff to adjust appointment schedules to the Office Coordinator or Practice Manager for review and approval before acting.
  • Processes urgent requests for referrals the same day and routine referral requests within 72 hours.
  • Obtains prior approval or prior authorization as needed.
  • Communicates referral appointments and instructions to the patient.
• Reception Functions
  • Receives and greets every patient in a courteous and friendly manner using a welcoming and positive tone, words, and actions.
  • Ensures new patients are provided appropriate documents as determined by the practice.
  • Raises emergent situations or expressed patient problems or concerns directly to the Office Coordinator or Practice Manager for assistance.
  • Supports the care team by keeping patients informed about any delays in the delivery of care they might experience in the waiting room and exam room.
• Registration Functions
  • Obtains all information necessary to complete the outpatient registration process, ensuring demographic and financial/insurance information is correct and entered accurately into the Epic system.
  • Ensures correct data capture and data entry necessary for regulatory agencies and compliance requirements.
  • Maintains required level of knowledge and proficiency in all core functions (demographic and financial information capture, insurance eligibility and verification, regulatory and compliance monitoring) of front desk operations.
• Collection of Payments/Cash Handling
  • Conveys to patients what payment is due based on insurance card or verification and requests payment method (cash, check, credit card).
  • Receives and receipts all payments accurately as determined by the daily cash verification process.
  • Maintains and balances cash drawer accurately as determined by the daily cash-up process.
• Telephone Functions
  • Answers phones within 3 rings using a 3-part greeting (Name of clinic, your name, “How may I help you?”).
  • Ends calls courteously by asking the patient if there is anything else that can be done for them.
  • Takes clear, complete, and accurate phone messages or prescription requests using the Epic messaging system.
• Health Information Management Functions
  • Date stamps all incoming patient-related information and delivers it to the appropriate provider or staff person for action on a daily basis.
  • Prepares all correspondence to patients and/or other entities accurately as directed by providers or other staff.
  • Sends requests for routine or subpoenaed medical record releases to the assigned HIM location for processing.
  • Handles same-day requests for medical records for patient care continuity as needed.
  • Seeks assistance from HIM resources with any questions related to the medical records release process.
  • Receives, processes, and distributes incoming mail in a timely manner and in accordance with established clinic processes.
  • Accesses patient health information only to perform job responsibilities and for no other reason. Patient information is kept confidential and discussed on a need-to-know basis only.
• Cross Coverage/Office Support Functions
  • Covers other locations performing similar office functions as requested in times of staffing shortages or during workload efficiency adjustments.
  • Maintains sufficient office supplies and required forms for daily front desk operations.
  • Maintains the departmental filing system accurately.
  • Classifies, sorts, distributes, and/or files correspondence, articles, mail, records, and other documents.
  • Opens and/or closes the clinic according to practice guidelines.
• Similar or Related Duties
  • Performs other duties as requested and observed.

Requirements

• High School Diploma or equivalent is required.
• Associate's degree is preferred.
• One year of relevant work experience is required. An Associate's degree may substitute for one year of relevant work experience.

Qualifications

• Customer service experience preferred.
• Strong computer, customer service, and communication skills required.
• Ability to prioritize work.
• Ability to handle confidential information and sensitive situations required.
• Interpersonal skills to work with diverse people within and outside the organization required.

Benefits

At Valley Health, we believe everyone is a caregiver, and our goal is to create an environment where our caregivers thrive physically, financially, and emotionally. In addition to a competitive salary, our most popular benefits for full-time employees include:

• A Zero-Deductible Health Plan
• Dental and vision insurance
• Generous Paid Time Off
• Tuition Assistance
• Retirement Savings Match
• A Robust Employee Assistance Program to help with many aspects of emotional wellbeing
• Membership to Healthy U: An Incentive-Based Wellness Program
• Health savings account & flexible spending account for childcare
• Life insurance, short-term and long-term disability, and professional development

In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more. To see the full scale of what we offer, visit valleyhealthbenefits.com.

Pay

$18.22 - $22.78 per hour