Patient Services Representative

About the role

Join our team as a Daytime, Full-Time, Patient Services Representative at INTEGRIS Health Cardiovascular Physicians Baptist Registration in Oklahoma City, OK. The Patient Services Representative is responsible for answering telephones, taking concise messages, scanning and indexing information into the medical record, handling requests for medical records and basic scheduling. This position requires population-specific competencies and adheres to National Patient Safety Goals as appropriate based on the level of patient contact this position requires.

Responsibilities

• Receive and/or dispatch incoming phone calls
• Collect payments for copays and deductibles
• Make financial arrangements for patients
• Perform check-in and check-out duties accurately and timely
• Make appointments for visits and, if an emergency, inform a clinical employee or provider
• Verify insurance eligibility and benefits and record the information in the medical record; complete referrals to specialty providers, home health, etc.
• Accurately enter patient demographics into the practice management system
• Take messages when answering the telephone, correctly spelling names and identifying patient by two patient identifiers according to National Patient Safety Goals
• Take clear and concise messages from pharmacies, physicians and hospital personnel; direct the message to the clinical employee and/or provider
• Manage large call volume while maintaining excellent telephone etiquette
• Organize workflow to meet patient needs in a timely manner

Reports to Office Manager/Supervisor. 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.

Qualifications

• Required: 6 months of customer service experience
• IHCP Float Pool: Requires operation of an INTEGRIS-owned vehicle or personal vehicle (non-INTEGRIS-owned), current Oklahoma State Driver’s License, and a driving record acceptable to the insurance carrier

Preferred:

• 1 year of clerical experience
• Experience in 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
• 6 months of telephone customer service experience