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.

• 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 (on phone or in person)
• 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
• Arrive/departure activities of patient at practice, perform point of service activities: collect copays, record accurately, obtain necessary signatures/forms, obtain insurance cards and referrals/authorizations, update appointment status in EMR, finalize all check-out procedures
• Communicate with patients regarding patient flow and wait times, keep manager aware of potential issues as they arise
• Issues referrals and obtains pre-authorizations for patients as required and per protocol
• Communicates with patients regarding patient flow and wait times – keeps manager aware of potential issues as they arise

Financial

• Maintain up-to-date knowledge of insurance requirements pertinent to patient service and billing procedures
• Validate patient demographic/insurance information and/or register new patients into EMR using established protocols
• Record receipts accurately to ensure end-of-day reconciliation
• Participate in cash reconciliation delineations
• Resolve work queues and/or issues from front-end reports; proactively prioritize recovery of missing charges
• Order supplies for the office and generate front-end process reports as requested

Other / Regulatory

• Ensures compliance with all applicable federal, state, and local regulatory standards (e.g., TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc.)
• Flexible and readily adopts new processes and engages in practice operation changes

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
• Assist with coverage of POS and Pre-Processing Areas, create/mail new patient packets, appointment 'bumping', wait list scheduling, resource scheduling, and team scheduling