Patient Service Representative

Description

Good first impressions are vital when it comes to working as a Patient Service Representative at Palmer.  As you are the first point of contact for our patients.  Patient Service Representatives will be responsible for a variety of activities related to patient intake and care. 

ORGANIZATIONAL RELATIONSHIPS

Responsible to the assigned administrator and has a support responsibility to all other departments and College personnel as necessary.

SPECIFIC DUTIES AND RESPONSIBILILTIES

Customer Service and Clinical Excellence

• Address all customers in a clear, calm, and professional manner. Answers calls and electronic communications promptly, accurately, and professionally.
• Make, cancel and reschedule patient appointments maintaining appointment schedule according to office procedure.
• Gather, verify and enter demographic and insurance information on new and established patients at each patient visit.  Ensures accuracy of this information as it is necessary for completion of electronic health record and insurance claim processing.
• Collect and post payments, generate receipts and reconcile daily receivable activity to prepare the deposit daily.
•  Open and/or close the clinic following specified guidelines of individual clinic.
• Provide assistance to students, faculty, alumni, and visitors.
• Demonstrate initiative to improve quality and customer service by striving to exceed customer expectations.
• Balance team and individual responsibilities; be open and objective to other’s views; give and welcome feedback; contribute to positive team goals; and put the success of the team above own interests.
• Perform other duties or projects as requested by Clinic Supervisor to facilitate the smooth and effective operations of the office.

Administrative/Clerical Support

• Work independently. Responsible for timely completion of assigned functions.
• Be aware of what is happening in clinic/department and the organization by attending clinic/department meetings, reading emails and regularly checking information on the organization’s intranet site.
• Maintain regular and consistent attendance at work.
• Behave in a manner consistent with all Compliance and HIPAA policies and procedures.
• Perform all responsibilities in a manner that fully complies with Palmer’s Equal Employment Opportunity/Affirmative Action policy.
• Serves and protects the Palmer College of Chiropractic community by adhering to professional standards, College/Clinic policies and procedures, federal, state, and local requirements/compliance.

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to multi-task and demonstrate strong customer service skills.
• Ability to effectively enter information into a variety of computer programs.
• Ability to understand and apply guidelines, policies and procedures.
• Ability to analyze situations and utilize critical thinking skills to make decisions. Ability to communicate effectively with multi-functional health care team.
• Ability to communicate effectively with people of diverse professional, education and lifestyle backgrounds.
• Ability to work various hours as job requires.
• Knowledge of medical terminology, anatomy and physiology.
• Ability to utilize personal computer and various software packages.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent.
• Medical office/health care training preferred.
• Customer interaction experience in a service industry preferred.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

• Performs sedentary to light work in a ventilated, lighted, and temperature controlled office setting.
• Frequent need to stand, stoop, walk, sit, lift light objects (up to 10 pounds) and perform other similar actions during the workday.