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Patient Service Representative

2 months ago

Decatur, Illinois, United States VitalSkin Dermatology Full time
Job Title: Patient Service Representative

Job Summary:

VitalSkin Dermatology is seeking a highly skilled and detail-oriented Patient Service Representative to join our team. As a Patient Service Representative, you will be responsible for providing exceptional patient experience, processing prior authorizations, scheduling patient appointments, and completing on-demand eligibility checking.

Key Responsibilities:

  • Greet arriving patients and provide a superior patient experience.
  • Obtain authorizations, as required by payors, prior to patient being seen.
  • Schedule patient appointments and complete on-demand eligibility checking.
  • Correct any and all eligibility errors prior to patient being seen.
  • Verify appointment information and notify nursing staff in accordance with procedure.
  • Register and create record for new patients, assist patient in completion of necessary forms and consents.
  • Obtain and verify current insurance information or other financial information, as necessary.
  • Request and record all co-payments, co-insurance, self-pay, product sales, previous balances and monies received in the office.
  • Update patient demographic data in practice management system.
  • Schedule and re-schedule return appointments according to scheduling guidelines.
  • Maintain continuity in communication supervisor regarding expected telephone calls, pages and potential patient service-related problems and availability of medical and administrative staff.
  • Check out services including performing scheduling, authorization or payment collection in accordance with the policies.
  • Adhere to patient confidentiality and records release policies.
  • Utilize office equipment for copying and fax transmission of documents.
  • Maintain and balance individually assigned cash box with receipts.
  • Perform end-of-day functions as assigned, including managing no shows, missing charge reports, posting charges, balancing cash receipts and creating bank deposit.
  • Manage automated reminder system, completing required follow-up action.
  • Maintain daily appointment schedule, notify nursing staff and providers of changes.
  • Prepare new patient packets for next day clinic.
  • Utilize triage system for all patient related calls, in accordance with triage procedures.
  • Answer calls and resolve issues patients have including scheduling and patient balances. If unable to resolve, take message and forward to appropriate staff.
  • Create correspondence to patients who failed to keep appointments in accordance with policy and provider request.
  • Keep lobby and front reception area clean.

Requirements:

  • High school graduate
  • 2+ years customer service experience
  • Well-developed written and oral communication skills
  • Demonstrates understanding of customer service principles
  • Working knowledge of computer applications: word processing, medical office management and spread sheet
  • Ability to accurately record and transmit detailed information
  • Ability to exercise good judgment in evaluating situations and making decisions
  • Ability to use tact and sensitivity to timing in personal transactions
  • Previous experience in operation of office systems including personal computer, printers, copiers, fax, postage machine and telephone systems

Preferred Qualifications:

  • 2+ years' experience in a medical office or other healthcare setting
  • Familiarity of third-party payer systems: Medicare, Medicaid, and commercial

Core Values of VitalSkin Dermatology:

We celebrate success and failure, we find humor in our daily lives, we create a fun atmosphere, and we enjoy being together.

We care for one another and build each other up, we embrace diversity and inclusion, we collaborate, and we serve one another - forming a strong family bond.

We expect the unexpected, we embrace the need to change, we are optimistic and grateful, and we are focused on our mission and vision.

We strive to provide value every day; we use data to continually improve, we continually evaluate competing priorities, and we deliver exceptional results.

We are not afraid to be vulnerable, we have ideological debates, we rise to the challenge, facing problems head-on, and we make the tough decisions.

We have an owner's mentality, we set high goals, we strive to be a leader in our industry, and we manage our business and financial risk.