What are the responsibilities and job description for the Patient Services Representative position at Anderson Hills Pediatrics Inc?
Anderson Hills Pediatrics’ Expectations of all Employees:
- Adhere to all Anderson Hills Pediatrics’ Policies and Procedures
- Conduct self in a manner that represents Anderson Hills Pediatrics’ core values at all times
- Maintain a positive and respectful attitude with all work-related contacts
- Consistently reports to work prepared to perform the duties of the position
- Meets productivity standards and performs duties as workload necessitates
Primary Function: Responsible for the collection of accurate demographic and insurance information from the patients to facilitate a successful patient revenue cycle. This is a highly visible position that is responsible for creating a positive first impression with patients, family members, and other visitors to the practice.
Major Duties and Responsibilities:
- Adherence to current HIPAA regulations and federal/state laws for patient protected health information (PHI) and/or medical record; adherence of all AHP policies/procedures as they pertain to patient PHI and the medical record; maintain strict confidentiality of all patient information
- Receive patients/families in a courteous and professional manner and notify staff of arrival by checking patient into the EMR
- Address patient/family questions or needs in a courteous and professional manner
- Verify patient demographic information by reviewing completed Patient Profile and/or updating information as needed
- Verify insurance information by reviewing/scanning current insurance card and comparing with information in the EMR
- Scan, and if necessary, sort scanned documents to the appropriate location of the patient’s chart
- Collect insurance co-pays and/or outstanding balances; if applicable, record payments on patient’s account
- Review next day scheduled appointments and prepare any necessary patient forms
- Schedule follow-up patient appointments by need and availability according to AHP scheduling guidelines
- Follow stated procedures for the batch each day
- Distribute patient forms and/or information and daily mail in a timely and accurate manner
- Answer all incoming scheduling calls in a courteous and professional manner
- Schedule patient appointments responsibly by need and according to AHP scheduling guidelines
- Set up interpreter services as needed for patients with language/developmental barriers
- Review daily cancellations and/or no-shows, document missed appointments, and reschedule patients as necessary
- Communicate changes in the daily schedule to appropriate staff members
- Reschedule patient appointments as needed for doctor changes in the schedule
- Regularly check the future scheduling voicemail and address messages and/or schedule appointments as needed
- Regularly check the AHP Portal Schedulers desktop for requests/messages and schedule or reply as needed according to AHP scheduling guidelines
- Review patient waiting list and offer appointment when openings occur in the doctors’ schedule
- Review forms received via the Patient Portal and forward to appropriate staff member
- Participate in quality improvement initiatives as needed
- Complete necessary training on topics including, but not limited to, care coordination, patient self-management, population management, and health literacy
- Attend monthly staff meetings and scheduled department meetings
- Other duties as may be assigned
Principle Working Relationships:
- Works closely with patients in preparation for visit and assists in making the visit a pleasant experience
- Works with other employees as needed
Qualifications:
- Experience: 2-3 years of customers service preferred
- Experience: 2-3 years of medical office experience preferred
Essential Skills and Abilities:
- Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with physicians, other employees, and patients
- Excellent critical thinking skills; exhibit sound judgment in decision making
- Excellent communication (both oral and written)
- Demonstrate strong customer service skills, including the ability to use appropriate judgment, independent thinking and creativity when resolving customer issues
- Initiative and ability to work independently, lead/work in teams, and dealing persuasively and effectively with all levels throughout the organization
- Ability to manage multiple projects in varying stages of development; excellent problem-solving skills and attention to detail
- Must be able to receive constructive criticism and react quickly to change
- Ability to balance and shift multiple priorities
Working Conditions:
- Works in clinical areas as well as throughout the facility
- Sits, stands, bends, lifts and moves intermittently during work hours