PRN Patient Service Representative

Summary/Objective

The Patient Service Representative (PSR) focuses on the delivery of patient care and facilitates the needs of the physician. The role requires a focus on the patient in front of them, ensuring they know and feel that they are the most important person in that moment. The PSR also performs administrative tasks such as answering phones, data entry, patient check-in/out, assisting with scheduling, entering charges, verifying insurance coverage, receiving payments, and issuing receipts. They support company initiatives by adopting new approaches, practices, and processes to deliver quality, spectacular service, and operational excellence.

Essential Functions

• Answers inbound calls to the Center and provides a friendly and warm greeting to all patients and/or providers.
• Checks scheduled patients in/out and ensures proper documentation is received from patient.
• Collects co-pays, co-insurance, and deductible if necessary.
• Listens and resolves patient, provider, and any customer complaints.
• Communicates to PSR Lead and/or Area Manager as needed.
• Ensures accurate data entry for patient registration.
• Affords assistance with medical records as needed.
• Ensures all queues are processed in a timely and efficient manner while adhering to all process & compliance requirements.
• Manages eRIS Center workflow, including daily schedule, billing complete, priors grid, delinquent exams, waitlist, report delivery queues, and collection of TOS.
• Stays abreast of known carrier related issues and is able to identify carrier specific concerns, (i.e. out of network, specific plan limitations, etc.).
• Maintains schedule and ensures all data, attachments, history, etc. have been done before exam is completed.
• Facilitates no-show appointments (calling patients, cancelling, rescheduling).
• Reschedules and cancels appointments as needed/directed (receives incoming/outgoing calls to patients).
• Maintains waiting room to avoid extended wait time and assists patients as needed.
• Requests orders and processes new/same-day requests.
• Requests all patients complete a satisfaction survey after their exam.

Reasonable Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

• Communication Proficiency
• Organizational Skills
• Time Management
• Problem Solving/Analysis
• Customer/Client Focus
• Collaboration Skills

Work Environment

This job operates in an outpatient clinical environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to talk and hear.

Job Qualifications

• Minimum of High School diploma or equivalent (GED)
• One plus year of experience providing exceptional customer service – healthcare environment preferred
• Detail oriented, self-motivated, a problem solver and a team player
• Ability to navigate multiple computer screens and browsers quickly and accurately
• Ability to excel in a very fast-pace team environment
• Ability to continuously “exceed” company and customer expectation
• Strong communication skills & professional demeanor