Patient Services Representative

Scope of Role

Reporting to the Manager, Patient Services, the Patient Services Representative will provide excellent patient support by insuring the thorough completion of patient registration, maintaining the accuracy of patient information and insurance coverages in the EHR and through proficient scheduling. The Patient Service Representative will ensure a consistently excellent patient experience when answering phone calls, greeting patients and their families, checking in patients for their appointments and assisting patients with scheduling.

How You’ll Succeed

• Demonstrate a friendly, courteous and welcoming first impression to patients and their families.
• Ensure all patient registration items, required data and documents are consistently and accurately captured and updated as needed in the EHR.
• Demonstrate the ability to accurately schedule all of SH's available services while ensuring provider/clinician schedules are effectively managed.
• Consistently address and collect copayments and other amounts owed, ensuring patients are aware of their financial responsibility and referring them for financial assistance when needed.
• Consistently demonstrate dependability, patience, kind and professional communication, and willingness to assist colleagues.
• Demonstrate reliability and punctuality by ensuring excellent attendance with minimal unplanned time off/call-offs and scheduling planned time off as needed.
• Ensure all patient insurance and coverages have been properly verified and are accurately reflected in the EHR.
• Provide administrative support to the office including scanning, faxing and mailing.
• Demonstrate efficiency through multi-tasking and organization to ensure all daily tasks are consistently completed.
• Demonstrate proficiency in Epic, our EHR, and other platforms necessary to complete assigned tasks.
• Protect patient confidentiality and right to privacy by adhering to HIPAA regulations at all times.
• Other duties as assigned.

Knowledge & Experience

• A high school diploma or equivalent required.
• One year of office, customer service, or related experience required. Medical office experience preferred.
• Previous experience in a primary care or behavioral health setting preferred.
• Knowledge of insurance, specifically Medicare, Medicare Advantage, and Medicaid preferred.
• Experience working with an EHR system required; EPIC experience preferred.
• Demonstrated proficiency with Microsoft Office, Word, and Excel.

Working Conditions

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Requires periods of sitting, standing, telephone, and computer work.
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• May be exposed to blood borne pathogens while performing job duties.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

Working Conditions

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved. Signature Health is a drug-free workplace. After receiving a conditional job offer, all applicants must successfully pass a pre-employment drug screen.