Patient Services Representative (PSR) - Dermatology Clinic

About the role

The Patient Services Representative II at HB Dermatology Clinic coordinates patient schedules and provides clerical support to ensure the smooth operation of the clinic.

Responsibilities

• Schedules patient appointments, either by telephone or in person.
• Provides information about clinic operations.
• Obtains patient demographics on new patients and updates demographics on established patients.
• Answers telephone calls and distributes to the appropriate people.
• Captures insurance eligibility, secures referrals, and follows up with status of referrals when communicating to patients.
• Verifies insurance denials and works closely with providers to obtain needed information to file appeals.
• Reports out abandon call rate in Tiered Huddles.
• Greets patients as they come into the clinic for scheduled appointments.
• Accepts payments and writes receipts.
• Distributes encounter forms and inspects for completeness and accuracy.
• Ensures resident and faculty signatures are on the encounter form and chart.
• Copies insurance cards and uploads into the EMR as appropriate.
• Balances and closes personal Cash Drawer Reconciliation, daily.
• Prompts ancillary forms for other services (i.e. x-rays, vascular services, etc.).
• Promotes the organization's Patient Portal for communication between patient and clinic.
• Pulls patient charts for appointments or to file lab, x-ray, hospital information or other information into the chart.
• Copies medical records for patients and other providers or facilities.
• Makes up new patient charts and/or packets of information.
• Validates all handouts are within compliance date.
• Requests medical records from other facilities.
• Talks to patients about financial accounts.
• Obtains insurance prior authorization for prescribed services.
• Sets up referrals for HMO patients.
• Secures referrals from PCPs for HMO patients to be seen in the clinic.
• Collects and verifies proof of income in order to determine what sliding scale discount is appropriate, if any.
• Maintains quality improvement activities by monitoring and acting on WQs in EMR for Referrals.
• Transcribes outside referrals into the organization's EMR.
• Coordinates referral process for patient access to clinical care.
• Dispenses supplies as needed.
• Participates in Quality Improvement activities.
• Notifies appropriate person when supplies are low and need to be reordered.
• Types notes and letters for physicians as needed, via letter or patient portal.
• Makes immunization cards as needed.
• Sorts and distributes mail.
• Communicates with patients of all ages in a professional manner at all times.
• Communicates with co-workers and employees in a manner which promotes a highly “team oriented” approach.
• Enhances professional growth and development through in-service meetings and education programs.
• Maintains patient confidentiality.

Qualifications

• High School Diploma or GED required.
• 3 or more years of experience in customer service, including at least 6 months in a clinical environment, required.

Skills

• Advanced verbal and written communication skills.
• Advanced customer service skills.
• Advanced ability to work effectively with other employees, patients, and external parties.
• Advanced proficiency with the use of Microsoft Office tools.
• Knowledge of hospital policies and procedures.
• Keyboarding skills sufficient to meet the requirements of the position.