Patient Services Representative

Oklahoma Arthritis Center (OAC) is an Equal Employment Opportunity employer and considers all applicants without regard to race, religion, color, sex, national origin, age, disability, veteran status, or any other legally protected status.

Job Summary:

Greet and assist patients and visitors in a prompt, friendly, courteous, and professional manner.  Obtain all preliminary information required for the patient's chart.  Collect appropriate co-pays, deductibles, co-insurance, and past due balances from patients.  Accurately and effectively schedule patient appointments.  Answer incoming telephone calls in a prompt, courteous, and professional manner.

Essential Functions:

• Greet and appropriately assist all patients and visitors in a prompt, friendly, courteous, and professional manner. Appropriately and courteously screen solicitors for relevance to practice needs.
• Collect and accurately enter required patient information in the Practice Management System to ensure the necessary information is available for clinic staff and to ensure accurate and timely filing of insurance claims and billing.
• Verify insurance information and demographics are correct, current, and updated in the Practice Management System at each patient visit.
• Obtain required signatures on legal consent and insurance forms to protect medical facility.
• Promptly answer phones in a friendly, courteous and professional manner. Route calls appropriately to staff and help with call processing of voicemails.
• Explain financial requirements to patients or responsible parties and collect appropriate co-pays, deductibles, co-insurance and past due balances.
• Explain practice policies, regulations, and services, such as office hours, payment expectations, etc.
• Answer (or direct to the appropriate staff) patient’s questions or inquiries.
• Effectively schedule appointments for provider visits, infusions, lab work and imaging.
• Prepare and mail out New Patient packets in a timely manner.
• Track no show appointments and notify provider and/or referring physician of no show. Prepare, complete and mail no show letters to patients and/or referring physician.
• Balance cash drawer at end of day per practice protocol.
• Use customer service principles and techniques to deal with patients calmly and pleasantly.
• Ensure patient confidentiality and follow HIPAA guidelines.
• Promote a professional image by adhering to the established dress code as listed in Employee Handbook.
• Check and resolve assigned tasks in EMR program.

Additional Functions:

• Other duties as assigned.
• Assist co-workers as needed.
• Recognize when others are in need of assistance, information or directions and offers to help when able, or find someone who can.
• Responsible for neatness of work area to include stocking and cleaning. Be productive when faced with any “down time” during work hours.
• Maintain emotional control and diplomacy at all times.
• Maintain open and positive lines of communication.
• Consistently report to work on time, begins work promptly and perform duties for entire scheduled shift.
• Maintain absenteeism within company policy.
• Notify Administration of absences and tardiness in a timely manner.
• Read new policies and documents as instructed.
• Adhere to company policies and procedures.
• Demonstrate sensible and efficient use of equipment and supplies by limiting waste, spoilage or damage.

Performance Requirements:

Knowledge:

• Knowledge of medical practice protocols related to scheduling appointments.
• Knowledge of computerized scheduling systems.
• Knowledge of customer service principals and techniques.

Skills:

• Skill in communicating effectively with providers, co-workers and patients in regards to scheduling.
• Skill in organizational matters, including time-management, prioritization, multitasking, and problem solving.
• Skill in operating office equipment.

Abilities:

• Ability to use multi-line phone system.
• Ability to speak clearly and loudly enough to be heard by callers and patients.
• Ability to multitask effectively, dealing with phone calls, in-office patients, staff and others pleasantly.
• Ability to deal courteously with patients, staff and others.
• Ability to communicate effectively and clearly.

Qualifications:

• High school diploma or equivalent.
• 2 years customer service experience.
• Medical office experience is preferred.
• Computer experience, especially with Practice Management Systems and/or an Electronic Medical Records system, preferred.
• Bilingual (Spanish) a plus.

Physical Requirements:

• Ability to work effectively in a fast paced environment.
• Physical ability to sit, perform data entry and view computer screen for long periods at a time.
• Occasional exposure to communicable diseases and biohazards.
• Daily standing, walking, bending, and maneuvering.
• Responsible for occasionally lifting objects up to 50 pounds or more.

Travel Requirements:

Travel may be required.

Scheduled Working Hours:

Normal work hours are 8:00 a.m. to 5:00 p.m. Monday through Thursday and 8:00 a.m. to 1:00 p.m. on Friday.  Hours may vary depending upon the needs of the position, department, and clinic.

Other Duties:

Please note this job description is not designed to cover or to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change from time to time, with or without notice.

Equipment Operated:

Standard office equipment including: computers, printers, faxes, copiers, postage machine, etc.