Patient Services Representative

Position Summary

The Patient Services Representative (PSR) performs business office functions related to patient visits in the areas of call center, appointment scheduling and/or front desk patient reception/registration. Principle Duties and Responsibilities:

• Answer incoming calls in a professional, pleasant manner and dispatch appropriately
• Retrieve messages from answering service and distributes messages to the appropriate party
• Schedule appointments for all ECOW locations to include reschedules due to schedule changes
• Retrieve information and process tasks from the electronic medical record system, including to-do items, call-backs, etc.
• Send letters to patients and medical facilities as appropriate
• Process returned mail
• Greet and register patients at reception desk, collect/verify/maintain patient demographic and insurance information
• Answer basic billing and insurance questions, post self-pay charges, personal payments, balance cash drawer and prepare bank deposits
• Monitor physician schedules and ensure all doctors are scheduled accurately according to guidelines
• Open and close clinic per department rotation schedule
• Process medical record releases according to guidelines for release of protected health information
• Able to respond to both external and internal customer needs in a timely manner

Work Relationship and Scope

Patient Services Representatives report directly to the Patient Services Manager.

Knowledge, Skills, and Abilities

• High School diploma with 1-2 years customer service experience
• Demonstrates knowledge of proper, efficient use of office equipment, working knowledge of Microsoft Office
• Ability to work in a fast-paced medical facility while adhering to HIPAA compliance regulations
• Ability to respond to both external and internal patient needs in a timely manner
• Ability to travel to other ECOW locations when necessary
• Excellent communication skills to interact with patients and internal staff
• Adapts well to change and is open to new ideas and lean initiatives
• Able to work in a team environment and help others as necessary

Work Conditions

• Work is primarily performed at the main clinic; 800 N. First Street, Wausau, WI.
• Travel to satellite locations is required at times.
• Hours of work will be dependent on the needs of the Clinic.
• Requires the ability to sit or stand for extended periods of time.
• Occasional lifting (30 pounds), bending, stooping, pushing, pulling, and climbing stairs is required.

Reasonable Accommodations

Reasonable accommodations will be made for those individuals with a disability.

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