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Patient Service Representative
3 months ago
- Bonus based on performance
- Competitive salary
- Employee discounts
- Flexible schedule
- Training & development
- Wellness resources
PATIENT SERVICE REPRESENTATIVE
You is responsible for providing excellent patient service and hospitality to our patients and guests through the smooth and efficient operations of the reception area. Greet patients, and provide them your full attention. In a tranquil, personable demeanor answer queries, educate patients, direct check-in and check-out processes, schedule appointments, manage POS operations, and maintain reception areas.
As the representative of each patients care, educate and schedule appropriate appointments for patients seeking general and cosmetic dermatology and aesthetic services. Coordinate treatment plans and maintenance care while managing each patients care plan. Provide patients with pertinent information to prepare for their appointment, including necessary intake forms, to maximize their experience. Ensure all pertinent forms and documentation is complete and ready for the visit. Keep area organized, clean and inviting.
Always ask patients how they enjoyed their visit to ensure expectations have been exceeded. Confirm patient has all proper care instructions and that all questions have been answered. Complete patient transactions correctly, efficiently, and timely. Conclude patient visit by scheduling and confirming future appointments.
Be a resource and liaison for the patient. Know and communicate well-versed knowledge of entire practice menu, including services and retail products. Promote additional services offered by the practice for those seeking guidance in achieving healthy, beautiful skin through general dermatologic care, cosmetic laser and injectable services, facials & body treatments, skincare, and makeup regimens. Stay current and actively be involved in promoting all marketing objectives and events.
Primary Responsibilities
Open & Closing Procedures
Reception
Vendor Triage
Check-in process
Prepare clipboards patient registration, office policies,HIPAA, Financial Policy, Medical history
Check in patients
Present intake forms for patients to update (demographics, financial policy, hipaa)
Collect and review updated intake forms from patients
Enter/Update software with updated intake forms
Scan chart documents intake forms
Communicate/Explain Financial Policy and be able to overcome objections
Review schedule and communicate wait time to patients
Page back to nurse for patients (arrivals, running late)
Review aesthetic services with patients
Check, triage and respond to email and software messages
Scanning
Confirm patient appointments
Recalls
Check - Out
Open/Close
Check out patients
Process transactions/payments
Sell Gift Certificates
Daily batch balance and settlements
Schedule follow-up appointments
Add patients to Move Up Lists/recalls
Update and schedule from Move Up Lists/recalls
Review aesthetic services with patients
Review pre-treatment instructions with patients
Review cancellation/no-show fees with patients
Sign patients up for incentive programs, load points, redeem points
Confirm patient appointments
Phone & Billing Assistance
Assist in Phone processes
Assist with Billing tasks
Assist with all other assignments as delegated by manager
Admin
Print out/copy and collate patient paperwork
Fill business cards
Give pathology pickup to driver
Sign for deliveries, triage and unpack boxes, put away supplies
Send mail
Check, triage and send faxes
Communicate computer issues
Inform manager when office supplies are low
Inventory
Maintenance & Cleaning
Maintain clean, organized and stocked work environment
Water plant(s)
Clean up magazines and brochures in reception area
Change toilet paper roll
Refill paper towels in bathroom and kitchen
Clean up after self in kitchen and according to cleaning schedule
Dishwasher duties
Additional
Attend and actively participate in required meetings
Education/Experience
Minimum undergraduate or equivalent
Minimum of 2 year as a Front Desk Coordinator, Patient Relations or Administrative support
Prior dermatology and aesthetic experience preferred
Knowledge of Microsoft Office, internet, computer use, general office equipment
Competencies
Exceptional interpersonal and communication skills with patients, support staff, providers and managers
Strong writing and oral communication skills
Ability to autonomously manage patient relationships and assigned projects
Task management skills
Strong patient service approach and attitude
Detail oriented with focus on building patient relationships and retention, generating new business and completing projects as assigned by Business Manager
Shows initiative ability to problem solve (resourcefulness)
Ability to work within a team approach
Ability to work with minimal supervision
Punctual
Excellent etiquette in person and on the phone
Professional appearance
Positive attitude
Patient Satisfaction
Deliver exceptional service in a timely, professional manner, to attract and develop lasting patient relationships.
Receive all patients and visitors without delay in a gracious manner, always with a smile.
Ensure all patients questions are answered.
Assist patients with concern and empathy.
Respect patient confidentiality and privacy.
Communicate in a courteous and respectful fashion.
Anticipate patient issues to circumvent challenges and deliver unsurpassed patient experience.
Promote the sales of services and products in a positive and motivating way.
Prioritize wellbeing and safety of patients first.
Promote a healthy style of living.
Teamwork
Cross-promote all areas of practice, including current services and retail in addition to other services that may be added to the menu.
Work within a team environment with other practitioners to create and promote
Consistently work in a positive, cooperative and respectful manner with fellow staff and management.
When appropriate assist other staff members in the performance of their assignments.
Provide general office support as requested by Manager.
Seek out opportunities to help rather than waiting to be asked.
Recognize the need for variations in staffing and volunteer to fill open shifts.
Demonstrate flexibility to perform duties wherever volume deems it necessary.
Respect all colleagues and provide support and guidance.
Arrive to work early to start shift on time and work all hours as scheduled.
Maintain a calm environment
Problem Solving
Demonstrate sound judgment by taking appropriate actions to solve patient issues immediately.
Effectively communicate patient issues to management with the intent to achieve a positive outcome for the patient.
Productivity/Efficiency
Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
Minimize non-productive time and fill in slow periods with activities that will ensure that the practice meets its business goals and objectives.
Organize job functions and work area to be able to effectively complete varied responsibilities within established time frames.
Consistently demonstrate ability to take the initiative to make decisions/choices without direct supervision.
Review and respond to emails and communications throughout the shift, and relay information to the appropriate person as necessary.
Communicate business development assessments with Patient Service Manager weekly.
Personal Development
Continually work on improving skillsets to improve production, such as patient needs assessment, building rapport, product and treatment presentation, and overcoming objections.
Remain current with industry trends and competition.
Take a proactive initiative to promote self and practice through methods of patient referrals and outside networking events.
Maintain a working knowledge of all services and products offered by the practice.
Enhance knowledge and skills by attending training seminars as required, reading professional publications and participating in professional organizations.
Active internal and external participation in promotions, events and trainings.
Have complete knowledge and effective language for communicating practices mission statement, personnel, menu of services and retail.
Promote and maintain practices mission to provide complete dermatologic solutions to our patients and the community, educating on the importance of healthy lifestyles to prevent disease and promote longevity.
Keep licenses and certifications current and in good standing.
Adherence to Company, Departmental & State, Local & Federal Policies
Understand and abide by Employee Handbook.
Demonstrate adherence to company dress code standards.
Demonstrate adherence to company safe practices standards.
Uphold strict patient confidentiality by abiding to HIPPA regulations and identity theft prevention.
Physical Demands/Working Conditions
May be required to work evenings and weekends including holidays.
Work schedule based on operational need.
Potential Career Path
Next level Options: Supervisory Role
