Patient Service Representative (PSR) - Full Time First Shift

Patient Service Representative

Worker Sub Type: Regular
Work Shift: First Shift (United States of America)
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. Assures optimal care and provider efficiency through accurate and appropriate scheduling of patients.

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 as appropriate by utilizing all available scheduling functions, such as Wait Lists.
• Follows established clinic scheduling guidelines when cancelling and rescheduling appointments.
• Directs any requests from providers or other staff to adjust appointment schedules to Office Coordinator or Practice Manager for review and approval before acting.
• 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 patient.
• Receives and greets every patient in a courteous and friendly manner using a welcoming and positive tone, words and actions.
• Raises up emergent situations or expressed patient problems or concerns directly to Office Coordinator or Practice Manager for assistance.
• Supports the care team with keeping patients informed about any delays in the delivery of care the patient might experience in the waiting room and exam room.
• Obtains all information necessary to complete the outpatient registration process assuring demographic and financial/insurance information is correct and entered accurately into the Epic system.
• Assures 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.
• Collects payments/cash handling: Conveys to patient 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 receipt all payments accurately as determined by daily cash verification process; maintains and balances cash drawer accurately as determined by daily cash up process.
• 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, process and distributes incoming mail in a timely manner and in accordance with established clinic processes.
• Performs Health Information Management Functions.
• 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.
• 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.