Patient Service Representative
2 weeks ago
**Patient Service Representative**
Summary:
The Patient Service Representative performs a variety of business-related duties both clerical and administrative in nature. This position requires skills in planning, organizing and problem solving. The position requires oversight of front office tasks to include greeting and registering patients, collecting payments, patient scheduling, and monitoring the assigned clinics schedules and billable claims.
This role requires close collaboration with our Billing Manager, Health Information Specialist, Intake Coordinators, Patient Care Coordinators, Patient Service Specialists, Staffing Coordinators, Clinic Managers, and all Clinicians.
Supervisory Responsibility:
This position has no supervisory responsibilities.
Essential Functions:
- Collaboration and teamwork
- Demonstrates a commitment to serving others through teamwork collaboration, developing others and supporting SpineZone values. Encourages healthy working relationships. Works effectively and as a part of a team to meet departmental goals and objectives. Is respectful and trustful of others. Decisions are made with honesty and respect, guided by SpineZone values.
- Effective, clear communication to promote efficient department operations and excellent patient care.
- Stays informed through staff meetings and shares pertinent information with team members.
- Assists team members with their tasks when needed.
- Provides clear communication to Clinicians about the arrival and any other communication surrounding patients
- Demonstrates flexibility to meet clinic and overall team needs.
- Assists in daily maintenance and general departmental flow.
- Promotes a positive work environment by accepting interpersonal differences and respecting team members’ values and opinions.
- Provide department support and clinic needs as assigned and directed by leadership.
- Provide training and mentoring to new team members as directed by Leadership.
- Phone Etiquette
- Exhibits professional and friendly phone etiquette
- Answers multi-line phone system, retrieves messages, and ensures proper messages are communicated
- Responds to all phone calls within three rings and answers with name and company.
- Is helpful, knowledgeable, and thanks the caller at the end of the call.
- Takes complete messages that are formatted neatly, concisely, spelled correctly and written using correct medical terminology.
- Announces call to the connecting party when transferring a call.
- Department Operations
- Follows all HIPAA regulations and compliance.
- Strong customer service skills and ability to engage well with patients
- Greets patients and visitors in person or on the telephone, answering or referring inquiries in a friendly professional manner.
- Maintains a clean environment.
- Use discretion and independent judgment in handling patient or physician complaints received
- Provides accurate information to all patients, clinicians, team members and visitors and maintains a variety of office support activities.What are these activities?
- Prepares and monitors daily/weekly schedules.
- Obtains and verifies insurance benefits for patients
- Electronically files all office records as necessary
- Processes all medical and billing record requests
- Maintains supply levels, patient brochures, petty cash, and inventory. Notifies Facilities and Clinic Manager of any repairs or maintenance needed in the environment.
- Knowledgeable on procedure for activating appropriate emergency support systems and monitors patient waiting area alerting clinicians of any potential medical occurrences.
- Keeps work-related discussions professional and limited to private areas.
- Implements service recovery when appropriate.
- Eager to assist the company in any other related duties assigned.
- Financial Responsibilities
- Maintains patient accounts by obtaining, recording, and updating personal and financial information.
- Accepts accountability for the organization's financial success while delivering the highest quality of care and service.
- Protects patients' rights by maintaining confidentiality of personal and financial information.
- Supports organizational cost containment (i.e., following work comp and PPO authorization guidelines).
- Takes initiative in using time effectively.
- Actively sets priorities and adjusts to unscheduled situations.
- Accepts responsibility for own actions and outcomes.
- Initiates communication with others to ensure the job is completed successfully.
- Department goals (i.e., department productivity, patient visits, KPI’s).
- Request payment of copay, deductible, estimated out-of-pocket or good faith deposit.
- Follows established cash receipt policy and procedures for collection of payments.
- Balances and secures the cash drawer. Prepares daily deposit with mínimal reminder to complete in an accurate and thorough manner.
- Knowledgeable on patient account and billing information. Performs registration procedures an
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