Patient Services Representative

Job Summary

Required Qualifications

• •1+ years of customer service or healthcare related experience
• •1+ years of computer proficiency experience (including the ability to work on multiple web browsers using dual monitors at the same time to include Microsoft Outlook)
• •Must be able to lift 50 lbs
• •Must be available for weekend shifts
• •Must be available for rotating holidays
• •Must be available for 38-hour work week
• •Must be available for 4 10-hour shifts
• •Must be available for shifts between 6:00 am and 8:00 pm
• •Must be able to work seven days a week
• •Must be able to work 365 days a year
• •Must be able to adhere to dress code
• •Must be able to wear identification badge
• •Must be able to maintain professional appearance
• •Must be able to demonstrate professionalism in behavior and courtesy toward patients and staff
• •Must be able to respect confidentiality
• •Must be able to be HIPAA compliant in all aspects of communication regarding patient, Practice and staff members
• •Must be able to function as a member of a team committed to quality patient care
• •Must be able to take initiative to keep informed of new/revised Policy and Procedures, Standards of Care and incorporate these into practice
• •Must be able to attend and participate in mandatory quarterly staff meetings / huddles
• •Must be able to complete mandatory education timely and consistently
• •Must be able to attend and participate in training, review classes and projects as assigned
• •Must be able to handle difficult situations and people with tact, professionalism and H.E.A.R.T
• •Must be able to accurately document patient complaints and concerns
• •Must be able to appropriately escalate issues to the designated personnel for timely resolution
• •Must be able to demonstrate good judgment in escalating difficult situations and people to Management personnel
• •Must be able to demonstrate professionalism in attendance & punctuality
• •Must be able to promote a positive work attitude
• •Must be able to foster teamwork and acceptance of management decisions
• •Must be able to support on-site training initiative for new Patient Services employees
• •Must be able to assist co-workers whenever possible
• •Must be able to work independently
• •Must be able to take initiative in completing assignments without reminder
• •Must be able to complete all miscellaneous work assigned by Director, Assistant Director, Manager, Supervisor, Team Leader or Physician accurately and in a timely manner
• •Must be able to open office as needed
• •Must be able to turn on copiers, terminals and printers
• •Must be able to update computer for current day's session
• •Must be able to communicate with clinical staff to keep patient informed of appointment status
• •Must be able to verify insurance eligibility and coverage by phone, independent website, RTE or EPIC at time of service
• •Must be able to verify patient demographic and insurance information at time of visit
• •Must be able to ensure all demographic and insurance information is accurate, complete and up to date in the patient's chart
• •Must be able to scan current insurance card and photo identification into system
• •Must be able to provide, explain and review for accurate completion, all Registration forms, consent forms and obtain signatures as required
• •Must be able to provide and explain the Authorization to Release Health Information to patient at their request and document appropriately
• •Must be able to discuss balances due, including past balance, co-payments, co-insurance and deductibles
• •Must be able to take responsibility for collecting and posting payments from patients at time of service via check, money order or credit card in compliance with our policies and procedures
• •Must be able to offer Patients My Chart Activation in compliance with Meaningful Use guidelines
• •Must be able to provide After visit Summary in compliance with ACO guidelines
• •Must be able to follow end of day check process daily to total and balance collections
• •Must be able to begin the check in process in EPIC
• •Must be able to act on notations and complete the check in process successfully
• •Must be able to schedule/cancel/reschedule patient appointments as ordered by the physician adhering to scheduling policies and procedures
• •Must be able to obtain HMO insurance referrals as required for maximum reimbursement of services rendered
• •Must be able to notify management or other departments appropriately using Clerical Templates for various issues/requests/reasons
• •Must be able to maintain supply inventories and equipment necessary for the effective performance of the job
• •Must be able to communicate supply needs to the office supervisor in a timely manner
• •Must be able to maintain a neat, organized, orderly environment in the reception and waiting room areas
• •Must be able to close office as needed
• •Must be able to ensure all patients accounted for and discharged
• •Must be able to set alarm
• •Must be able to actively demonstrate good oral and written communication skills with both internal and external customers
• •Must be able to demonstrate flexibility in schedule to meet patient and office needs
• •Must be able to adjust shifts to meet the operational needs of the practice
• •Must be able to cross-train in all specialties to ensure continuity of service and coverage across the department
• •Must be able to adapt to evolving practice needs
• •Must be able to maintain the kiosk representative station when assigned
• •Must be able to assist patients with check-in, navigation, and general inquiries
• •Must be able to work with a sense of urgency
• •Must be able to perform other tasks as required for the effective and efficient functioning of the Practice
• •Must be able to actively monitor and work assigned and unassigned work queues during downtime
• •Must be able to respond to emails promptly and professionally
• •Must be able to utilize Reply All when needed
• •Must be able to pass a drug test before beginning employment

Desired Qualifications

• •High School Diploma/GED
• •Experience as a receptionist in a healthcare setting
• •Experience working with electronic health records
• •Experience working with scheduling programs
• •Knowledge and ability to learn and apply job functions
• •Minimal medical terminology knowledge