Sr Patient Service Rep

About the Role

The Senior Patient Service Representative is responsible for greeting patients and working with them in person, on the phone, or through electronic correspondence to meet their needs regarding scheduling, updating pertinent information, checking in and out, and acting as a liaison in reporting any patient suggestions to management. The Senior Patient Service Representative also acts as a liaison between the patient service representatives and management.

Responsibilities

• Greets arriving patients, verifies appointment information, and notifies nursing staff in accordance with policies and procedure.
• Registers new patients and assists them in completion of necessary forms.
• Verifies and updates current patient information (demographic, financial, clinical) in the EMR system.
• Scans completed forms, identification, and insurance cards into patient documents folder.
• Schedules future appointments based on procedure type, time requirements, and provider schedules.
• Receives, screens, and routes calls to the appropriate destination if necessary. Utilizes triage system for all patient-related calls, in accordance with triage procedures.
• Performs the functions of a Surgical Scheduler as needed and requested by management.
• Initiates, issues, and verifies patient referrals. Initiates and receives insurance authorization/pre-certifications as necessary.
• Accepts payments, issues receipts, and reconciles cash drawer daily.
• Monitors the patient flow from lobby to the exam room, ensuring patients are seen in a timely manner. Communicates with patients if there are any delays in patient care.
• Provides translation for non-English speaking patients, their families, and staff if bilingual.
• Creates correspondence to patients who failed to keep appointments in accordance with policy and provider request.
• Accepts deliveries of medical/office supplies and mail.
• Performs general office duties, such as document preparation, scanning, mailing, and filing.
• Manages, trains, and educates patient service representatives to continually improve performance and skill level.
• Maintains a professional appearance and a clean, safe environment.
• Respects patients by recognizing their rights; maintaining confidentiality.
• Utilizes technology, including specialized software as applicable, to maximize productivity. Develops and maintains electronic files as necessary.
• Exhibits excellent interpersonal skills; provides customer service; assists other support staff as necessary; collaborates with all levels of internal leadership, management, and staff as well as outside clients, vendors, and other external parties.
• Other duties as assigned.

Requirements

• Minimum of two (2) years of customer service and/or medical office experience required.
• High school diploma or equivalent required. Associate’s degree from an accredited institution preferred.
• Bilingual (English/Spanish) candidates preferred, but not required.
• Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint).