Patient Service Representative

The Patient Service Representative is responsible for performing all aspects of the front office operations to include check-in, check-out, cashier, call center and insurance verifications. This position requires a self-starter and must be able to identify and take the initiative to assist in all areas of the department.

Essential Job Functions

• Demonstrate the ability to effectively communicate with patients about medical questions, outstanding balances, insurance benefits, etc.
• Greet patients upon arrival in a professional and courteous manner, check them in and obtain insurance and other required information to ensure a smooth billing cycle
• Check patients out and complete the patient tracking in the electronic medical records (EMR) system.
• Maintain accuracy of insurance information and patient demographic by verifying the information at each patient encounter.
• Schedule patient appointments using the established operational standards.
• Collect coinsurances, deductibles, copays, outstanding balances and self-payments that are owed at the time of checkout. Accurately post payments and provide receipts to patients.
• Reconcile individual daily receipts and money collected with the end of day reports to confirm money balances.
• Scan documents into the EMR system.
• Keep work area clean and neat.
• Lock the front door and turn off the television at the end of day.
• Answer the telephone in a warm, friendly manner.
• Direct urgent calls to the appropriate clinical staff and follow up as needed.
• Obtain accurate and complete information for hospital consultations and forward to the appropriate clinical staff and/or physician according to practice protocols
• Educate and promote the patient portal and if needed, provide a token so patients can enroll in the portal.
• Address the patient portal tasks in accordance with the Clinic’s protocols.
• Answer multi-line phones and either handle the caller’s needs or direct the caller to the appropriate party as needed
• Familiar with the practices and job duties at the Wolf River Clinic and all outlying clinics and is able and willing to work at these locations as needed
• Demonstrate knowledge of the EMR system to schedule, cancel and/or reschedule appointments as requested by patients and providers
• Communicate regularly with supervisor, keeping him/her apprised of all pertinent information and providing feedback
• Ensure compliance for all regulatory requirements including OSHA, CLIA and HIPAA; immediately and accurately document and report occurrences to supervisor; and ensure compliance with all legal and regulatory requirements as outlined in the corporate compliance plan
• Support and adhere to all company policies, procedures and management decisions; maintain confidentiality of patients’ medical information; and all confidential administrative related issues
• Demonstrate dependability in attendance, punctuality in reporting for work and initiative in completing a full work schedule; meeting or exceeding all established deadlines and utilizing all resources and supplies efficiently and appropriately
• Demonstrate the ability to concentrate during the course of the day
• Display a positive outlook with a helpful, constructive manner when working with other employees
• Demonstrate superior patient relations and interpersonal skills; demonstrate an appropriate level of mental and emotional tolerance and even temperament when dealing with staff, patients and general public using tact, sensitivity and sound judgment; promote a positive work environment and contribute to the overall efforts of the department and the company
  
  

POSITION REQUIREMENTS

• High School Diploma or GED equivalent is required
• A minimum of two years of experience working at the front office in a physician’s office is required, preferably at a urology practice
• Computer experience is required
• Medical terminology is preferred
• Ability to plan, schedule, prioritize and complete multiple tasks and demands is required
• Excellent oral and written communication, interpersonal, problem-solving and organizational skills are required
• Occasional overtime, evening and weekend work is required
• A valid driver’s license, dependable automobile and current auto insurance are required for occasional travel for business purposes and to work at satellite locations
  
  

Essential Physical Requirements

• Requires prolonged sitting, some bending, stooping and stretching, or performing other work requiring moderate physical exertion
• Capacity to maintain physical activity over prolonged periods of time (stamina)
• Able to see for the purpose of reading information received in different formats including but not limited to paper, computer, reports, bulletins and manuals
• Able to hear for work-related purposes
• Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment
• Able to lift up a minimum of 25 pounds
  
  

Essential Environmental Conditions

• Work is generally performed under normal office working conditions
• Normal level of visual strain
• Ability to cope with stress caused by public interaction, multiple demands and extraneous noises
• Possible exposure to contagious diseases
  
  

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