Patient Service Representative I

Description:

GENERAL SUMMARY

The Patient Service Representative I is responsible for providing customer service and ensuring the patient experience, either by phone or in person, is exemplary. The Patient Service Representative I will coordinate clerical tasks such as answering the phones, greeting patients and visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances. The Patient Service Representative I must ensure that all procedures, from identifying correct patient files to verifying insurance information, are closely followed to create a seamless patient experience between clerical and clinical staff.

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:
? Welcomes and greets all patients and visitors, in person or over the phone.
? Is responsible for keeping the front desk area clean and organized.
? Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards).
? Collects outstanding patient balances.
? Obtains referrals and authorizations when required.
? Scans incoming faxes, consents, reports, and all other patient information into patient chart.
? Generates batch transmittal reports for each day.
? Facilitates the patient flow by notifying the provider or other medical staff of the patients? arrival, being aware of delays, and communicating with patients and clinical staff.
? Schedules follow up services and office visits for patients.
? Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
? Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
? Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
? Ensures proper hand off of responsibilities once their task is completed.
? Meets established attendance criteria and starts work promptly. Punctual and dependent for assigned/confirmed shifts.
? Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.
? Consistently demonstrates good use of time and resources.
? Ensuring that all medical records are accurate and complete.
? Performs other position related duties as assigned.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS
? N/A

KNOWLEDGE | SKILLS | ABILITIES
? Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs.
? Ability to answer multiple incoming telephone calls.
? Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.
? Customer-oriented with ability to remain calm in difficult situations.
? Ability to work independently and manage multiple deadlines.
? Ability to comprehend established office routines and policies.
? Ability to keep financial records and perform mathematical tasks.
? Knowledge of Medical Terminology.
? Excellent verbal and written communication skills.
? Proficient interpersonal relations skills.
? Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
? Ability to navigate online health insurance portals to verify benefits.
? Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
? Complies with HR confidentiality standards.

Requirements:

EDUCATION REQUIREMENTS

High School Diploma or equivalent required.

Some college work preferred.

EXPERIENCE REQUIREMENTS

Minimum of 1-3 years? customer service experience required. Experience in a medical office; specifically, urology, preferred.

Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

REQUIRED TRAVEL

N/A

PHYSICAL DEMANDS

Carrying Weight

Frequency

1-25 lbs.

Frequent from 34% to 66%

26-50 lbs.

Occasionally from 2% to 33%

Pushing/Pulling

Frequency

1-25 lbs.

Seldom, up to 2%

100 + lbs.

Seldom, up to 2%

Lifting - Height, Weight

Frequency

Floor to Chest, 1 -25 lbs.

Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs.

Seldom: up to 2%

Floor to Waist, 1-25 lbs.

Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs.

Seldom: up to 2%

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