Front Office - Patient Services Representititve

Job Title Front Office Patient Services Representative

Department Front Desk

Reports To Office Manager

FLSA Class Non-Exempt

Salary Grade $17 - $23 / hour

Revised Date October 4, 2024

Company Overview

Desert Ophthalmology provides expert eye care to patients throughout the Coachella Valley. With state-of-the-art technology and equipment patients receive the best of care.

Services range from Comprehensive exams & fashion eye wear to critical surgery. Employees of Desert Ophthalmology all have the same goal and that is stellar patient care.

Position Summary

Patient Services Representative (PSR) is instrumental in our patients experience with Desert Ophthalmology. From greeting the patients to checking them out, the PSR will be responsible for ensuring our patients have a great experience and feel their eye needs are well taken care of.

The incumbent of this position must be a positive advocate for the company as they are the face of the business. Great patient care will lead to long term patient retention.

Hours

Full Time - 35 - 40 per wee k

Essential Functions and Duties

• Greet, check-in and assist all patients in a friendly, positive manner.
• Collect patient information while taking care to be confidential and adhere to HIPAA / PHI regulations.
• Quality check data collected to ensure that patient information is retained accurately.
• Track patient visit entering the reason for visit to ensure proper scheduling and time allotment.
• Collect documents (copies) so that billing goes smoothly both for the patient and the company.
• Collect co-pay / deductible.
• Manage all incoming calls : answer phone calls, direct the phone traffic, answer questions, schedule appointments and cancellations, in a professional and friendly manner at all times.
• Check incoming faxes and distribute to the appropriate DO employee(s)
• Check voice mail throughout the day, but no less than once per 2-hour block of time; all calls to be returned within 24 hours but same day when possible.
• Obtain insurance authorizations to cover patient services.
• Check and verify eligibility and contact patients before their appointment day to inform them of their coverage and calculations of patient responsibility.
• Verify the correct patient insurance is in the EMR system.
• Prepare each super bill for billing by confirming all authorizations have been obtained accurately and entered the system.
• Prepare each super bill for billing by confirming insurance information is accurate in the Compulink and that all patient records have account responsible fields updated.
• Reconcile all monies and ensure all accounts match the super bills.
• Check for unapplied charges at the end of each day.
• Adheres specifically to all company policies and procedures, Federal and State regulations, and laws.
• Display dedication to position responsibilities and achieve assigned goals and objectives.
• Always represent the Company in a professional manner and appearance.
• Understand and internalize the Company’s purpose.
• Display loyalty to the Company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner;
• listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues;
• address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and;

respect the diversity of our work force in actions, words, and deeds.

• Comply with all company policies and procedures stated in the Employee Handbook as well as the Injury and Illness Prevention Program.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company.

Immediately report any concerns or violations.

Other duties as assigned.

Education, Knowledge, Skills, and Experience

• High School Diploma required.
• Bachelor’s degree in business or healthcare preferred.
• Three (3)+ years of healthcare office experience required
• Experience with healthcare billing and administration is a plus.
• Excellent communication skills both verbal and written.
• Demonstrated ability to build and maintain strong client relationships, with a focus on delivering exceptional customer service.
• Ability to thrive in a fast-paced, deadline-driven environment and manage multiple priorities simultaneously.
• Exceptional organizational and project management skills, with a keen attention to detail.
• Analytical and data-driven approach to decision-making, with strong problem-solving abilities.

Preferred Experience

Five (1+) Year healthcare front desk experience

Physical requirements

Vision, hearing, speech, movements requiring the use of wrists, hands and / or fingers. Must have the ability to view a computer screen for prolonged periods and the ability to sit for extended periods.

Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.

The employee occasionally lifts to 20 lbs. and occasionally kneels and bends. Working condition include normal office setting.

Mental Demands

Learning, thinking, concentration and the ability to work under pressure, particularly during busy times. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service.

Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.

Must have the ability to exercise discretion as well as appropriate judgments when necessary. Must be proactive in finding solutions.

Direct Reports

EEO / AAP Statement

Desert Ophthalmology is an equal opportunity employer to all and prohibits discrimination and harassment based on the following characteristics : race, color, caste, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic conditions), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran or military status, medical leave or other types of protected leave (requesting or approved for leave under the Family and Medical Leave Act or any state protected leaves), domestic violence victim status, political affiliation, reproductive health decision-making, and any other characteristic protected by state or federal anti-discrimination