Patient Service Representative

Description

The Patient Service Representative is responsible for greeting patients, patient registration, financial counseling, and establishing and maintaining accurate patient records in the appropriate software. This position may require some medical and dental front desk responsibilities.

• Expected to provide quality customer service in a friendly, professional, and courteous manner. 

• Must accurately perform job duties at a Center with scheduling templates. 

• Participate in team meetings to communicate and address patient care and operational requirements. 

• Demonstrate the ability to work in a team-based environment to complete organizational goals. 

• Maintains confidentiality of patient information, always adhering to HIPAA standards. 

Customer Service  

• Greets patients and visitors in a friendly, professional manner to ensure the best possible patient experience.  

• Resolve patient requests, questions, and complaints, frequently requiring analysis of situations to determine the best use of resources.  

• Attempts to de-escalate situations to the best of their ability.  

• Provide prompt and accurate service to promote patient loyalty.  

• Excellent communication skills and problem-solving abilities. 

Patient Registration  

• Obtain accurate patient demographic information and Pharmacy of choice.  

• Educates patients on the availability and cost savings utilizing HFHC Pharmacy services.  

• Copy insurance cards/driver's licenses.  

• Educates and encourages all HFHC patients to utilize Patient Portal.  

• Keep the patient apprised of wait times.  

• Collect applicable co-pays.  

• Verifies patient insurance coverage.  

• Accurately schedule all patient appointments.  

• Record all cancellations and No Show.  

• Accept and post patient payments to the computer accurately. Provides a receipt to every patient.  

• Ensures all kiosk data and images are updated and imported during the visit.  

• Ensures all patient documentation is properly archived (scanned) in the EHR and fulfilled completely by the patient. 

Use of Equipment and Software Applications  

• Answer telephones; transfers call to appropriate staff.  

• Throughout the day, clears any voicemails and return calls by the end of the business day.  

• Take messages and place them in designated areas of the software.  

• Answer phone queries from other facilities.  

• Demonstrate practical knowledge in the use of the computer terminal. 

Financial Procedures  

• Interview patients to determine employment status, insurance coverage(s) and insurance plan deductibles, sliding fee scale, and eligibility for payment plans.  

• Contact patients for payment plans (as required).  

• Addresses all billing alerts and updates EMR as required.  

• Assist patients with Medicaid eligibility applications and/or other payer programs. 

• Respond to questions regarding patient balances, collections, and insurance.  

• Generates end-of-day closing reports and procedures. Balances cash, checks, and credit card charges. Prepare a deposit packet in the facility safe for the finance department review 

Administrative Procedures  

• Completes pre-visit process daily. Ensures insurance eligibility is ran utilizing IE, Availity, TriZetto or Medicaid Portal if necessary to verify eligibility/copay information.  

• Maintain supplies required for downtime procedures.  

• Open and sort mail daily. 

• Scan medical records requests to Scan Stat.  

• Reports any broken or dangerous equipment, facility equipment, computers, or computer programs not working to the immediate supervisor.  

• May be required to travel to other CHC locations.  

• Perform other duties as assigned or necessary. 

Qualifications

• High school Diploma with one year of experience in medical/hospital/business setting preferred. 

• Proficient with software applications and general computer knowledge. 

• Must have excellent verbal and written communication skills. 

• Must have excellent interpersonal and customer service skills. 

• Must demonstrate a strong bias toward service, quality, and customer satisfaction. 

• Ability to handle multiple tasks in a fast-paced environment and control stressful situations. 

• Uses good judgment and demonstrates a sense of appropriateness