Patient Service Representative

GENERAL DESCRIPTION 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.

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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