Under the direction of the practice manager or lead patient service representative, the patient service representative is responsible for daily maintenance of the front office functions. This includes being the face of the practice and ensuring high levels of customer service. Additionally, you will be responsible for patient registration, scheduling of patient appointments, check-in, and check-out, answering and making telephone calls, communicating with patients, co-workers, office manager, physicians and external vendors or suppliers.

Duties and responsibilities

• Greets and registers all incoming patients professionally.
• Handles incoming and outgoing communications concisely and in a pleasant manner.
• Ability to prioritize appointment urgency, following company standard operating procedures.
• Schedules all patient appointments in EMR according to standard operating procedure
• Obtains complete and accurate demographic and insurance information for each patient while registering into the EMR in a prompt and courteous manner.
• Documents all patient encounters in the appropriate section within the patient’s electronic medical record.
• Collects on patient accounts and/or co-payments as indicated, maintaining accurate accounting of daily collections.
• Responds to patient inquiries regarding basic insurance or billing questions.
• Answers telephone promptly, courteously using good telephone etiquette taking complete messages, providing adequate information, and routing callers properly.
• Checks phone messages hourly and returns all calls before lunch, midafternoon, and prior to leaving for the day.
• Restocks and maintains assigned workstation and equipment in a neat and orderly fashion.
• Sends appropriate records, calls, and messages to physician.
• Sort and route incoming faxes i.e. images, records request, refill requests
• Check and proceed accordingly with incoming referral faxes:
  • Referrals (Top Priority)
  • Create new referral chart, call patient to make appointment, document if appointment or message was left, follow up if needed.
  • Follow up with referring office if unable to schedule.

• Create new patient charts.
  • Must have referral in chart and all records prior to appointment.
  • All patient charts must contain primary care provider and referring physicians.
• Patient appointment reminders calls

• Send medical records release to referring physician’s office, document request, and scan the request into EMR
• Documents in EMR all patient encounters.
• Provide courteous customer service and maintain composure when dealing with angry or irritated patients.
• Ability to problem solve and anticipate issues.
• Maintain referral platform.
• Knowledge of medical terminology and acronyms, EMR and HIPAA policies
• Performs other duties as assigned by management.

Qualifications/Education Requirements

• High school diploma or equivalent required
• One year work experience in a medical office setting preferred.
• Knowledge of medical terminology preferred.
• Completion of a recognized medical secretarial program preferred.
• Word processing and computer experience required.
• Answer multi-line phones.
• Strong team player and enthusiasm in working with others.
• Must demonstrate excellent phone etiquette and exceptional customer service skills Good organizational skills.
• Professional appearance
• Must have previous electronic medical records experience.
• Must have the ability to deal with confidential information concerning patient diagnosis and medical records.

License or Certification

N/A

Working conditions/ Physical requirements

Able to work 40 hours per week.

Medical office setting

Ability to see details at close range.

Ability to listen and understand information through spoken words and sentences.

Ability to read and understand information in writing.

Ability to communicate information in speaking so others will understand.

Sitting for long periods of time

Daily uses of hands to type, file, and write/sign documents.

Minimum lifting requirements of 20 pounds to move office supplies.

EEO Statement

Arizona Center for Cancer Care provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.