Patient Services Representative
3 months ago
A Patient Service Representative is a multi-skilled person trained to assist patients in the all non-clinical aspects of a front office medical practice, to include but not limited to the scheduling process, obtaining necessary referrals, verifying patient demographics and insurance information, collecting co-pays, and resolving patient inquiries. The Patient Service Representative assists patients, the Practice Manager, physicians and clinical staff to ensure operational efficiencies.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Identify yourself to internal and external customers by wearing your identification badge at all times.
- Greet patients with courtesy and respect. Answer questions and direct requests appropriately and efficiently.
- Schedule patient appointments within the prescribed protocol.
- Prepare charge tickets as directed.
- Verify all necessary referral and authorization information is in place prior to the appointment.
- Check-in patients, obtain pertinent information, copy and scan insurance cards as applicable, provide new patient forms, etc.
- Verify and update demographics and insurance in the practice management system at each patient encounter.
- Notify clinical staff patient has arrived and provide appropriate documentation and information for the visit.
- Collect all co-payments, deductibles and other monies owed at the time of service. Follow established protocol for receipting collections, and deposits.
- Complete deposit log at end of each day or as directed.
- Check out patient according to office protocols.
- Answer telephones promptly and in a professional manner according to Corporate customer service standards. Verify patient appointment via telephone minimum of 2 days prior to patient appointment.
- Prepare all pertinent information for scheduled appointments, according to protocol.
- Deliver outgoing correspondence and mail to the mailroom and other locations as appropriate.
- Collect incoming mail from the mailroom, sort, and deliver to the appropriate person in the department.
- Other duties as assigned.
- Follow established corporate and department-specific policies and procedures.
- Attend all corporate and department-specific required training.
- Uphold MCC's Purpose, Values, and Vision.
- Abide by MCC's Corporate Culture Responsibilities.
- Perform other duties as may be assigned cheerfully and willingly.
EDUCATION/EXPERIENCE REQUIREMENTS
- Minimum education requirement is high school diploma, or equivalent.
- Six (6) months of experience in a healthcare or customer service environment preferred.
- Must successfully pass Patient Services Representative (PSR) training and be capable of performing all responsibilities associated with PSR duties within 90 days of hire or transfer into position.
- Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
- Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
- Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
- Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications. Preferred ability of typing 40 cwpm.
- Proficient in use of English language both in written and verbal communication.
- Must be able to communicate with individuals of varying socio-economic backgrounds.
- Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Professional demeanor and recognition of privacy considerations for patients and families.
- Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
- Standing/Walking: Occasionally; activity exists up to 1/3 of the time
- Keyboarding/Dexterity: Frequently; activity exists from &fac34; of the time
- Ability to look at a computer screen for extended periods.
- Ability to perform constant repetitive hands and finger motions.
- Must be able to be mobile and work in various positions (standing, sitting, bending, and walking) for extended periods.
- Talking (Must be able to effectively communicate verbally): Yes
- Seeing: Yes
- Hearing: Yes
- Must exhibit stable work behaviors daily.
- Must possess adequate individual coping skills.
- Ability to remain calm and professional regardless of workload or time constraints.
- Must be able to work under stress and remain calm and professional.
- Clinical front office environment
- Exposed to frequent and constant interruptions in daily functions/schedule.
- Must be available to customers and staff throughout the day.
- May be required to work extended hours to meet department needs.
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