Patient Services Representative

Essential Functions

• Greet and appropriately assist all patients and visitors in a prompt, friendly, courteous, and professional manner.
• Appropriately and courteously screen solicitors for relevance to practice needs.
• Collect and accurately enter required patient information in the Practice Management System to ensure the necessary information is available for clinic staff and to ensure accurate and timely filing of insurance claims and billing.
• Verify insurance information and demographics are correct, current, and updated in the Practice Management System at each patient visit.
• Obtain required signatures on legal consent and insurance forms to protect medical facility.
• Promptly answer phones in a friendly, courteous and professional manner. Route calls appropriately to staff and help with call processing of voicemails.
• Explain financial requirements to patients or responsible parties and collect appropriate co-pays, deductibles, co-insurance and past due balances.
• Explain practice policies, regulations, and services, such as office hours, payment expectations, etc.
• Answer (or direct to the appropriate staff) patient’s questions or inquiries.
• Effectively schedule appointments for provider visits, infusions, lab work and imaging.
• Prepare and mail out New Patient packets in a timely manner.
• Track no show appointments and notify provider and/or referring physician of no show.
• Prepare, complete and mail no show letters to patients and/or referring physician.
• Balance cash drawer at end of day per practice protocol.
• Use customer service principles and techniques to deal with patients calmly and pleasantly.
• Ensure patient confidentiality and follow HIPAA guidelines.
• Promote a professional image by adhering to the established dress code as listed in Employee Handbook.
• Check and resolve assigned tasks in EMR program.

Additional Functions

• Other duties as assigned.
• Absorb and offer assistance to co-workers when needed.
• Maintain emotional control and diplomacy at all times.
• Maintain open and positive lines of communication.
• Be productive when faced with any “down time” during work hours.
• Notify Administration of absences and tardiness in a timely manner.
• Read new policies and documents as instructed.
• Adhere to company policies and procedures.
• Demonstrate sensible and efficient use of equipment and supplies by limiting waste, spoilage or damage.

Qualifications

• High school diploma or equivalent.
• 2 years customer service experience.
• Medical office experience is preferred.
• Computer experience, especially with Practice Management Systems and/or an Electronic Medical Records system, preferred.
• Bilingual (Spanish) a plus.