Patient Service Representative - Pain Management Center

About the role

The Patient Services Representative will perform the daily operations of the clinic and front desk duties including answering inbound calls, placing outbound calls, monitoring voicemail, scheduling initial and continuing appointments, and registering and monitoring the outpatient schedule to ensure maximum capacity.

Responsibilities

• Facilitate the check-in process including registration of patients, verifying insurance information, collecting demographic data, and checking registration forms for completeness and accuracy.
• Identify and resolve patient and family issues, following through to ensure resolution.
• Post patient payments, issue receipts, and complete necessary cash reports for daily and monthly accounting.
• Schedule patient follow-up appointments.
• Allocate patients into available time slots as dictated by the clinician template and protocols.
• Scan and fax patient documents.
• Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships

Reports directly to the Business Support Manager.

Knowledge, Skills & Abilities

• High school diploma or equivalent. College or post-high school technical training desired.
• Minimum 3 years of experience in a customer service role or general office environment with gradually increasing responsibility preferred.
• Understanding of healthcare operations and the crucial role this position plays for delivering world-class access.
• Understanding of basic guidelines related to health insurance, including HMOs.
• Exceptional customer service, communication, and interpersonal skills necessary to interact on a daily basis with internal and external customers in various circumstances.
• Effective communication skills focusing on consistent email communication and follow-up, as well as relaying appropriate information in a timely, comprehensive, and accurate manner.
• Ability to solve problems diplomatically and efficiently.
• Demonstrated strong organizational skills, high level of attention to detail, follow-through, and active listening.
• Proficiency in Microsoft applications: intermediate-level skills in Outlook, Word, and Excel; basic-level skills in PowerPoint.
• Application of a variety of moderately complex computer PC software and office equipment (photocopier, printer, fax machine, scanner, calculator, multi-line phone, etc.).

Working Conditions

Normal office environment with little or no exposure to dust or extreme temperature.