Patient Services Representative - Front Desk - Peoria, IL (floating)

Summary:

As a Patient Services Representative, you will play a pivotal role in ensuring that our patients receive exceptional care and service across multiple practices and facilities. Your primary responsibilities will include patient registration, appointment scheduling, and managing clinical calls. This position is essential to maintaining efficient operations and delivering an outstanding patient experience, contributing significantly to the overall success of our healthcare team.

Key Responsibilities:

To excel in this role, the ideal candidate must be able to perform the following essential functions with or without reasonable accommodations:

• Patient Interaction: Welcome patients warmly and professionally upon arrival. Efficiently handle patient registration and appointment scheduling, ensuring all interactions are conducted with a high level of customer service.

• Clinical Call Management: Triage and route clinical calls accurately to the appropriate departments or personnel, ensuring prompt and precise responses to patient inquiries.

• Documentation Support: Assist patients with completing necessary forms and paperwork, providing clear instructions and assistance as needed to ensure accuracy and completeness.

• Facility Maintenance: Maintain a clean, organized, and welcoming work area and lobby at all times, ensuring a positive first impression for all patients and visitors.

• Issue Resolution: Promptly escalate patient inquiries or issues to the appropriate resources, ensuring a high standard of service and patient satisfaction.

• Productivity and Compliance: Achieve or exceed departmental productivity standards while maintaining a comprehensive understanding of billing processes and medical services provided by practitioners.

• Referral Management: Accurately enter referral information into the system and manage patient records, including filing and retrieving medical charts as necessary, ensuring all information is up-to-date and accessible.

• Dependability: Demonstrate consistent attendance and punctuality, supporting the provision of uninterrupted patient care and service.

• Additional Duties: Perform other duties as assigned by the supervisor, contributing to the overall effectiveness and efficiency of the healthcare team.

Qualifications:

• Education: High school diploma or equivalent.

• Experience: 0-1 year of customer service experience in a call center, healthcare, or retail environment is preferred.

• Skills: Proficient in collecting patient payments at the time of service. Computer literate with the ability to navigate multiple systems simultaneously. Proficiency in Microsoft Office applications is required.

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job responsibilities:

• While performing the duties of this job, the employee is occasionally required to stand, walk, and sit for extended periods. The role involves using hands to finger, handle, or feel objects, tools, or controls; reaching with hands and arms; climbing stairs; balancing; stooping; kneeling; bending; crouching; or crawling.

• The employee may occasionally need to lift, push, pull, and/or move up to 20 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Note: This job description is not exhaustive and may be updated or modified by the department supervisor to reflect the needs and changes in the operations of the practice.