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Patient Service Representative

3 months ago

Silver Spring, United States ARTHRITIS & RHEUMATISM ASSOCIATES P Full time
Job Details

Job Location
Wheaton - Wheaton, MD

Position Type
Full Time

Education Level
2 Year Degree

Job Category
Admin - Clerical

Description

JOB TITLE: Infusion Patient Service Representative

GENERAL STATEMENT OF DUTIES: Register patients upon arrival; collect payment from patients, schedule return appointments, and handle calls transferred from PAR team and/or Call Center. Assist with scanning and filing medical documents in the electronic medical record.

SUPERVISION RECEIVED: Reports to the Infusion Benefits Manager.

SUPERVISION EXERCISED: None

TYPICAL PHYSICAL DEMANDS: Requires full range of motion including manual and finger dexterity and hand-eye coordination. Requires ability to use office equipment, consisting of photocopier, fax machine, computer, phone equipment, calculator, postage meter and scale. Requires prolonged sitting and standing as well as bending, stretching, and stooping. Must be able to lift 20 pounds. Requires ability to communicate with patients, physicians, and staff members. Requires ability to review history forms, insurance forms, and patient information. Requires ability to converse over the telephone clearly. Must be able to communicate effectively both verbally and in writing.

TYPICAL WORKING CONDITIONS: Work is performed in the reception area of the medical office. Work may be stressful at times. Interaction with patients, people who are ill, their families, other medical groups, and vendors is required.

EXAMPLES OF DUTIES: (This list may not include all the duties assigned.)

General Reception Duties:

  1. Answer incoming calls and direct calls effectively.
  2. Schedule patient appointments for OAC, ARA visit, infusion and injection including laboratory appointments.
  3. Take messages for physicians and other staff members as required, task messages in the electronic medical record when necessary.
  4. Introduce patients into the patient portal and issue an email so the patient may enroll.
  5. Check Phreesia for appointment changes, needed referrals, and high deductible.
  6. Check Phreesia appointment module for accuracy.
  7. Assist with the ARISE scheduling and ARISE incoming calls.
  8. Obtain all patient and visitor temperatures. Indicate temperature on the Fee Ticket if covering Front Desk Check-in.
  9. Sanitize check-out area throughout the day.
Check-in Desk Duties:
  1. Confirm that insurance is active in Phreesia. If insurance is unclear contact the eligibility team for insurance questions.
  2. Obtain and check for completeness of the registration forms from new and existing patients - if paper forms were used.
  3. Obtain updates from patients as required (i.e., new insurance information, address changes, signature date).
  4. Collect fees as determined by insurance company (i.e., co-pay and balance) for ARA, OAC, and Infusion (check alert for Infusion fees).
  5. Address any issues or concerns regarding the patient based on requests by business office, physicians, or alerts on patient's chart.
  6. Print fee ticket. Indicate patient's temperature on fee ticket. Notate any insurance restrictions (e.g., FELRA insurance does not allow labs in office) or high deductible.
  7. Call patients who missed their appointment. At the end of the business day update the No Show log and mail no show letters. Create alerts in chart for no show letters mailed under respective patients. (Set expiration date for a year). Send $50 no show letters to the business office for billing.
  8. Enter referrals into the patient's NextGen chart and give referral to medical records to scan and file in the electronic medical record, Call referring physician's office to request a referral, if patient does not have referral or it is outdated. Have patient sign Waiver if unable to obtain referral.
Check-out Desk Duties:
  1. Collect fees as determined by insurance company or self-pay rates (i.e., co-pay, co-insurance, payment in full) for ARA, OAC, and Infusion.
  2. Schedule next appointment and give patient appointment reminder.
  3. Record total charges on appropriate daily transaction log.
  4. Total the charges and services on each daily transaction log.
  5. Enter payments collected in EHR template and generate fee ticket.
  6. Scan EPM fee ticket into patient's EHR chart under "Fee Ticket" category.
  7. Prepare deposit slips for cash and checks for each department.
  8. Ensure that all fee tickets are present, that deposit slips balance with Phreesia Daily Reconciliation Report. Run report in EPM to ensure all submitted charges have been captured on the transaction log.
  9. Ensure all patients in NextGen have been checked out.
  10. Finalize Balance Report for the business office.
  11. Prepare closed out desk package for business office and put into courier bag.
  12. Prepare excel transaction log for the next business day. Put transaction log into correct file on the O drive.
End of Day Duties:
  1. Print infusion schedules for the next day and check if appropriate out-of-pocket alerts are in place.
  2. Prepare for the next day by checking for needed forms and placing alerts on respective patient charts in EPM.
  3. Ensure reception area and front desk is presentable for next day.
EDUCATION:
  1. High School Diploma required.
  2. College degree preferred or commensurate experience.
EXPERIENCE:
  1. Two years medical office experience as a medical receptionist preferred.
  2. Computer experience required.
PERFORMANCE REQUIREMENTS: (Knowledge, Skills and Abilities)
  1. Skill in greeting patients and answering the telephone in a pleasant and helpful manner.
  2. Ability to speak clearly and concisely.
  3. Ability to read, understand, communicate, and follow oral and written instructions.
  4. Ability to sort and file materials correctly by alphabetic and numeric system.
  5. Knowledge of grammar, spelling, and punctuation.
  6. Basic knowledge of health insurance companies.
  7. Basic knowledge of HIPAA requirements.
  8. Basic knowledge of Microsoft Word and Excel.
  9. Skill in operating a computer, photocopier, fax machine, calculator, and postage meter.
  10. Excellent interpersonal skills.
  11. Ability to establish and maintain effective working relationships with patients, employees, physicians, and the public.
  12. Ability to work in a fast-paced, stressful environment.
  13. Ability to multitask and be detail oriented.
COMPLIANCE:
  1. Obtain proper signatures before releasing records.
  2. Follow all procedures and maintain high ethical standards.
  3. Follow guidelines for maintaining patient confidentiality.
  4. Understand and follow HIPAA requirements.
  5. Demonstrate a strong commitment to honest and responsible corporate conduct.
  6. Identify, report and/or prevent any fraudulent or unethical behavior.
  7. Initiate notification to management if inappropriate behavior is observed within the organization.
HIPAA-Minimum Necessary Access to PHI

The responsibilities associated with this position allow access to the computer "role" of ARA Check In/Out only.

We are committed to enforcing minimum necessary access to our patients' PHI by limiting the uses and disclosures of this information within our practice. In order for this employee to carry out his/her job (carry out TPO) in a manner that best serves our patients, the employee needs access to the afore mentioned computer "role". Role descriptions are explicitly defined in our HIPAA manual. Access to computer information is password protected. Upon termination of an employee, his/her password will be deleted from the system.

DISCLAIMER:

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Employee Signature Date

Qualifications

EDUCATION:
  1. High School Diploma required.
  2. College degree preferred or commensurate experience.
EXPERIENCE:
  1. Two years medical office experience as a medical receptionist preferred.
  2. Computer experience required.