Patient Services Associate

Patient Service

Strives to understand and anticipate patient needs, manages service recovery efforts when needed, enlists management assistance as appropriate, identifies opportunities to improve the patient experience.

As per practice/department protocols and/or measurements:

• answer phones in a timely manner
• manage/handle patient requests and route appropriately
• retrieve voicemails in a timely manner
• take accurate and thorough messages and route appropriately through EMR

Schedule Patient Appointments

• determine reason for visit
• follow established schedules and protocols
• use appropriate billing area/appointment location
• communicate changes and confirm appointments
• offer alternative and cancel/reschedule appointments as needed

Arrive/Depart Patient Activities

• collects copays and records accurately
• obtains necessary signatures/forms
• obtains insurance cards and referrals/authorizations
• updates appointment status in EMR
• finalizes all check-out procedures

Communicate with Patients

• keeps manager aware of potential issues as they arise
• issues referrals and obtains pre-authorizations for patients as required and as per protocol

Financial

• maintains up-to-date knowledge of insurance requirements pertinent to patient service and billing procedures
• validates patient demographic/insurance information and/or registers new patients into EMR using established protocols
• records receipts accurately to ensure end-of-day reconciliation
• participates in cash reconciliation delineations
• resolves work queues and/or issues from front-end reports
• proactively prioritizes recovery of missing charges
• orders supplies for the office and generates front-end process reports as requested

Access Center Responsibilities (if appropriate)

• coordinates clinical and administrative aspects of the new patient scheduling encounter
• perform within the expected outcome of the Automated Call Distribution (ACD) environment
• solve telephone issues and timely report problems related to volume to manager
• follow established downtime procedures for registration

Other / Regulatory

• ensures compliance with all applicable federal, state, and local regulatory standards
• flexible and readily adopts new processes and engages in practice operation changes

Qualifications

• HS Diploma/GED (Required)
• 2+ years of Medical office experience, or relevant customer service experience (Required)
• Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience.