Patient Service Representative

Description

Job Summary:

This position will serve as a floater for 5 offices including Winston-Salem, Clemmons, Elkin, Mt. Airy and Kernersville.  This position requires travel to various offices where needed.  The PSR position optimizes patient satisfaction, patient flow, medical revenue and practice operations by demonstrating flexibility in front office functions including, but not limited to, providing superior customer service, facilitating the registration process, recording patient charges, scheduling appointments, collecting patient fees and recordkeeping/data entry.

Essential Functions:

1. Presents a positive first impression of the practice by answering inbound telephone calls, greeting patients in a warm and friendly manner, and maintaining neat and attractive reception, waiting/children’s areas . Assisting new patients with completing medical history and information forms , Registering patients' efficiently. Keeping patients informed about wait times; maintaining a neat work area; projecting a professional image.
2. Facilitates smooth patient flow by cross covering in all areas; while making optimal use of patient and provider time. Generating encounter forms/routing slips for each visit. Notifying clinical staff of patients’ readiness for appointments and monitoring wait times; advising clinical staff and offering patients options when wait times exceed practice standards. Document late, cancel or no show appointments.
3. Ensures complete, accurate and up-to-date records needed to submit clean claims by obtaining demographic and insurance information from new and existing patients. Scanning photo ID's and insurance cards into patients' computerized record
4. Supports practice revenue goals by collecting and posting co-pays, deductibles and outstanding balances at time of service using script(s) provided; ensuring referrals have been received if required. Recording and posting payments received into patient’s computerized account as well as in other record keeping systems per practice protocols. Obtaining clarification from the provider for any omissions/questionable charges; reviewing patients’ insurance coverage.
5. Supports patient compliance with treatment plans by scheduling return appointments in accordance with scheduling guidelines and provider orders; maintains a list of patients who did not keep scheduled appointments for provider review; scheduling/ placing appointment reminder calls accordingly into patients' electronic medical health record.
6. Supports sound fiscal operations by posting quick pay receipts for all cash, checks and credit card payments. Notating all quick pay receipts on patients encounter form. Count and log cash drawer daily. Assists with segregation of accounting duties as requested; etc.
7. Protects patient confidentiality and privacy by complying with HIPAA provisions and practice policy when using or disclosing medical records; screening anyone entering the practice and requiring visitors and vendors to sign a HIPAA log; positioning monitor and documents so that only authorized persons can view PHI; etc.
8. Complies with OSHA requirements and minimizes risk to patient, co-workers and self by maintaining a working knowledge regarding the safe and proper use and operation of equipment, checking equipment for safety before using and otherwise observing all safety precautions when performing job duties; demonstrating knowledge of emergency procedures; etc.
9. Organizes the flow of practice information by routing calls to the appropriate staff person/position or provider; taking complete and accurate messages; sorting and distributing mail; providing clerical assistance as workflow permits.
10. Contributes to teamwork environment by expanding job knowledge through relevant workshops and continuing education; becoming cross-trained in the duties of other staff as directed; obtaining and maintaining all certifications required for her/his position and other positions in which s/he has been cross-trained; filling in for other staff as directed by her/his supervisor.

Requirements

Minimum Requirements:

• High school diploma or equivalent; completion of a medical office assisting curriculum preferred
• Prior customer service/business office experience; preferable in a medical facility; EHR experience helpful

Key Competencies:

1. Customer service orientation
2. Ability to handle multiple tasks simultaneously
3. Verbal/written communication skills (spelling)
4. Detail-oriented
5. Data entry (45 WPM minimum)
6. Organizational skills
7. Computer skills (especially practice PMS, EHR)
8. Coding (CPT, ICD-9, HCPCS, etc.) knowledge
9. Teamwork/team participation
10. Work ethic