What are the responsibilities and job description for the Patient Service Representative position at Capital Orthopaedics and Sport?
Job Summary :
This position is responsible for patient movement coordination. This includes communicating with the patient, registration, medical records requests from patients, attorneys, insurance companies, and vendors. The position will act as an ambassador on behalf of the company with customers, clients, and vendors in public.
ABOUT YOU : Essential Character Traits :
Dependability and Punctual - Follows instructions, responds to management direction; Takes responsibility for own actions; Consistently at work and on time; Commits to long hours of work when necessary to reach goals.
Team-player - Highly resourceful team-player, with the ability to be extremely effective independently.
Quality and Quantity - Demonstrates accuracy and thoroughness, while completing work in a timely manner. Utilizes effective time management skills.
Problem-Solver - Demonstrates proactive approaches to problem-solving and strong decision-making skills. Reacts well under pressure.
Communicator - Effective management of interpersonal skills, communicates issues with high degree of professional communication through support, and responds as appropriateDemonstrates strong emotional intelligence, relationship builder with a strong customer focus.
Motivated - Forward thinker, who actively seeks opportunities to improve processes and efficiencies and proposes solutions.Sets and achieves challenging goals.
Ethical - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Sensitive to cultural differences, and values diversity.
Adaptable - Highly adaptable, embraces changes in the work environment.
Essential Duties and Responsibilities (not limited to) :
Greet patients and visitors in a prompt, courteous, and helpful manner with excellent customer service
Oversees waiting area, coordinate patient movement and report problems to immediate supervisor
Obtain insurance cards(s) and photo identification to upload into EMR.
Obtain and verify accuracy of patient demographic and insurance information.
Prepare and verify time of service (TOS) collections
Verify and resolve eligibility issues for all upcoming patient appointments at all locations
Resolve and complete front desk bucket tasks in EMR
Resolve and complete patient requests and respond to general information in EMR
Work cooperatively with patients, vendors, clinical staff, administrative staff, leadership team, and physicians
Scan internal and / or external documentation into appropriate patient records
Collection of payment on account(s), Durable Medical Equipment payments, copays, and past due balances
Answer and facilitate operator calls, direct patient and vendor calls accordingly with excellent customer service
Other duties as assigned
Comply with Federal HIPAA regulations and practice policies for the privacy and security of patient information; explain the law and our privacy policy to patients as needed; maintain appropriate documentation of access to medical records
Assist clinical staff with patient form completion
Assist and review medical records for completeness and scan documents into EMR
Respond to requests for information from PHI according to established policies and procedures
Maintain a clean workspace
Assist with coverage of all front desk reception areas / departments when needed
50%-75% Travel is required to cover front desk satellite clinics when needed
Regular in-office attendance is required
Maintain a clean workspace
Skills and / or Qualifications (not limited to) :
Type 30-40 wpm
1-4 years' experience in high-volume interactive customer service
Fluent Medical Terminology, orthopaedics preferred
Ability to prioritize and perform multiple tasks simultaneously
Ability to understand and carry out complex oral and written instructions
Proficient in Microsoft Office Outlook, Word, Excel, Power Point, and Adobe Acrobat
Excellent customer service, verbal, and written communication skills
Knowledge of HIPAA guidelines and regulations.
Physical Requirements :
Prolonged period of sitting at a desk and working on a computer
Prolonged periods of being on phone calls
Bending / twisting / lifting
Ability to lift and / or carry up to twenty (20) pounds
Keen sense of eyesight and hearing
Ability to stand or sit for an extended period
Ability to lift, grip, carry, touch, speak, and listen
Education and / or Experience :
Required High School diploma or GED
One (1) to two (2) years of customer service experience, preferred
One (1) to two (2) years of front desk / registration experience, preferred
Registration, Insurance, and Scheduling experience; healthcare preferred
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