Patient Services Rep Sr

About the role

The Patient Services Representative Senior acts as a mentor to new entry-level Patient Services Representatives and is responsible for ensuring the integrity of clinic data and patient information. This position requires population-specific competencies and adheres to National Patient Safety Goals as appropriate based on the level of patient contact.

Must be able to handle a high volume of telephone calls (potentially hundreds per day) and high volume of patient interaction (potentially hundreds per day), including scheduling appointments, discussing billing problems, setting up payment arrangements, and collecting past due payments. Must be able to handle multiple tasks and work in a high-stress environment. May be required to drive.

This position may have additional or varied physical demand and/or respiratory fit test requirements.

Responsibilities

• Enters daily charges accurately, including time-of-service payments
• Balances end-of-day business transactions accurately
• Makes appointments for visits and, if an emergency, informs a clinical employee or provider
• Verifies insurance eligibility and benefits
• Accurately enters patient demographics into the practice management system
• Completes outgoing referrals
• Assists in training new employees
• Receives and/or dispatches incoming phone calls
• Contacts third-party payers for benefit and pre-certification information and enters information into the billing system
• Collects checks and cash for co-pays and deductibles; collects deposits and/or makes financial arrangements with guarantor
• Performs financial counseling to patient/family as it pertains to ambulatory care billing processes and procedures
• Works directly with the clinical staff to ensure proper patient placement
• Performs check-in and check-out duties accurately and timely
• Takes messages when answering the telephone, correctly spelling names and identifying patient by two patient identifiers according to National Patient Safety Goals
• Takes clear and concise messages from pharmacies, physicians, and hospital personnel; directs the message to the clinical employee and/or provider
• Manages large call volume while maintaining excellent telephone etiquette
• Organizes workflow to meet patient needs in a timely manner

Qualifications

Required Qualifications

• Experience: 3 years in a healthcare setting to include both interpersonal and telephone customer service
• Skills: Knowledge of Microsoft Office

Preferred Qualifications

• Experience: Responsibility for cashier procedures and/or basic accounting, clinic check-in/out procedures, basic health insurance, HMO, PPO, and basic medical terminology, general knowledge of CPT and ICD-9 coding