Patient Service Representative, Pediatrics

Patient Service Representative

Worker Sub Type: Regular
Work Shift: Not specified
Pay Range: $18.22 - $22.78

About the Role

Serves as the first point of contact for patients within the Valley Health physicians’ network. Assures a high-quality patient experience through excellent customer service, attention to detail, and interpersonal skills.

Responsibilities

• Listens to patients' requests for an appointment and schedules an outpatient appointment while following clinic scheduling guidelines.
• Offers alternate providers or locations when appropriate to meet the patients’ needs.
• Raises up patients’ needs that they cannot meet to Office Coordinator or Practice Manager.
• Selects and sends appropriate appointment reminder letters to the patient in accordance with clinic scheduling guidelines.
• Aids service to patients by utilizing all available scheduling functions, such as Wait Lists.
• Cancels and reschedules appointments following established clinic scheduling guidelines.
• Processes urgent requests for referrals same day.
• Processes routine referral requests within 72 hours.
• Obtains prior approval or prior authorization as needed.
• Communicates referral appointment and appointment instructions to the patient.
• Receives and greets every patient in a courteous and friendly manner.
• Raises up emergent situations or expressed patient problems or concerns directly to Office Coordinator or Practice Manager for assistance.
• Supports the care team by informing patients about any delays in the delivery of care in the waiting room and exam room.
• Collects all necessary information to complete the outpatient registration process, ensuring demographic and financial/insurance information is correct and entered accurately into the Epic system.
• Maintains required level of knowledge and proficiency in all core functions of front desk operations, including demographic and financial information capture, insurance eligibility and verification, regulatory and compliance monitoring.
• Conveys to patients what payment is due based upon Insurance card or insurance verification and requests of patient how they will be paying today (cash, check, credit card).
• Receives and receipts all payments accurately as determined by daily cash verification process.
• Maintains and balances cash drawer accurately as determined by daily cash up process.
• 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 patient if there is anything else we can for them today.
• Takes clear, complete and accurate phone messages or prescription requests using the Epic messaging system.
• Date stamps all incoming patient related information and delivers to appropriate provider or staff person for action on a daily basis.
• Prepares accurately all correspondence to patients and/or other entities as directed by providers or other staff person.
• Sends requests for routine or subpoenaed medical record releases to 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 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 to perform job responsibilities and for no other reason.
• Keeps Patient information confidential and discussed on a need-to-know basis only.
• Covers at other locations performing like 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 departmental filing system accurately.
• Opens and/or closes clinic according to practice guidelines.
• Performs Similar or Related Duties as Requested or Directed.
• Performs other duties as requested and observed.

Qualifications

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

Skills

• Excellent customer service and interpersonal skills.
• Attention to detail.
• Computer proficiency.
• Confidentiality and sensitivity handling.
• Interpersonal skills to work with diverse people.

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
• Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development.
• 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.