Patient Services Rep (PSR)

Position Summary

The Patient Services Representative (PSR) represent the face of Proliance Surgeons and the first impression for our patients and their loved ones.

The PSR acts as a liaison associate for patient appointments, accommodation, and access to the physician. This includes booking appointments including follow-ups, greeting patients, using appropriate medical terminology while verifying eligibility, processing necessary information to support that activity, and triaging with physicians and medical assistants on acute scheduling problems.

Key Duties and Responsibilities

The key duties and responsibilities of the Patient Services Representative include, but are not limited to :

• Provide exemplary customer service, both in person and on the phone.
• Greet and direct patients, vendors, and visitors.
• Follows established protocols to schedule patient appointments, check in / verify information for established and new patients, confirm insurance / referral, ensures consent forms and all patient information are up to date in practice management software and electronic medical record systems
• Answers multiline phone system and screens calls as necessary. Answers phones in a pleasant, timely manner, takes messages, schedules patient appointments in accordance with office scheduling policies, and directs calls / messages to appropriate staff or physicians.

Identify payor source, verify insurance eligibility and financial status

Enter personal health information and financial information into practice management system with a high rate of accuracy;

complies with federal and local laws to ensure patient privacy

• Assist patients with check-in process, completion of paperwork or forms, when necessary
• Proactively communicates status of appointments, wait times, or cancelled or rescheduled appointments
• Review records for completeness, print necessary updates and put records in order
• Review physician clinic schedule for accuracy
• Collects and posts co-pays, coinsurances, pre-payments and balances due on patient accounts
• Facilitate flow of patients by coordinating with medical assistants and clinical team
• Schedule appointments, conferences and meetings in person, as requested
• Schedule interpreters for patient appointments as needed
• Complete duties and assist others as directed
• Must follow all policies as introduced during new associate On-Boarding, updated real time and outlined in Associate Handbook

Education / Experience

• High School Diploma or the Equivalent
• 1-2 years relevant experience in public contact, preferably in medical office environment
• Minimum 1-year front office or reception experience, medical preferred
• Practice Management and experience (desired)

Knowledge, Skills and Abilities

• Superior customer service
• Great interpersonal skills; demonstrating patience, composure, and cooperation; working well with all patients, physicians and staff.
• Adherence to all safety, risk management and precautionary procedures (OSHA / WISHA), including the consistent respect for confidentiality (HIPAA)
• Use time efficiently, with attention to quality, detail, accuracy and completion
• Willing and able to be flexible with working varied hours and dependable with attendance
• Ability to remove oneself personally from given situations, remaining objective
• Able to adapt to change, delays or unexpected events while maintaining a positive mindset
• Clear oral and written communication
• Ability to provide feedback to improve performance
• Self-motivated; able to work independently, measure self against standard of excellence, overcome obstacles and challenges with little supervision
• Ability to prepare records in accordance with detailed instructions
• Must be able to type with speed and accuracy

Work Environment / Physical Demands

The work environment / physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.

Work may be performed in an office and clinical environment. Requires corrected vision and hearing to normal range. While performing the duties of this job, the associate is regularly required to talk or hear.

The associate is required to sit for long periods of time, stand and walk, bend and stretch. Use of telephone and computer is required.

Manual dexterity required for use of computer keyboard. Occasionally lifts and carries items weighing up to 40 pounds. May requires working under stressful conditions or working irregular hours.