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Patient Service Representative
2 months ago
We are seeking a highly skilled and customer-focused Patient Service Representative to join our team at RAYUS Radiology. As a key member of our front office team, you will be responsible for providing exceptional patient-centered services, ensuring quality assurance, and delivering outstanding customer service satisfaction.
Key Responsibilities- Front Desk - Patient Service
- Serve as the initial point of contact for patients and visitors, creating a positive and legendary patient experience.
- Timely registration of patient arrivals, validating demographic information, and collecting out-of-pocket payments.
- Inform patients about delays and wait times, and follow up to ensure their inquiry or complaint has been resolved.
- Answer patient inquiries, investigate complaints, and direct them to the supervisor or other staff members as needed.
- Obtain and validate photo identifications and insurance cards, scanning relevant documents into patients' charts electronically.
- Provide consent, financial, and HIPAA compliance-related documents to patients, explaining them thoroughly if necessary.
- Utilize EHR software, hardware, and programs proficiently.
- Scrutinize prescriptions and referrals for accuracy to ensure patients receive the appropriate exams.
- Coordinate with interdepartmental professionals to ensure patient satisfaction regarding appointment scheduling and admission/encounter.
- Verify and dispense oral contrast and preparation instructions to patients scheduled for upcoming appointments.
- Participate in medical office emergencies, summoning ambulances or EMS as needed, and assist other staff members.
- Manage outgoing and incoming faxes through electronic and manual fax systems.
- Maintain administrative office supplies, such as RAYUS brochures, cards, and sign-in sheets.
- Contact referring physician offices to verify information and request necessary data for patients' exams.
- Organize and prioritize tasks to meet deadlines, ensuring efficient patient flow.
- Use phone and written etiquette when handling patient correspondence.
- Maintain reception and patient waiting areas, ensuring cleanliness, sanitation, literature organization, and beverage supply.
- Align with company mission and embody core values of RAYUS Radiology.
- Adhere to company policies, procedures, operational objectives, and goals.
- Maintain strict confidentiality of Protected Health Information (PHI) in accordance with HIPAA regulations.
- Medical Records - Patient Service
- Ensure quality assurance of health records by verifying completeness, accuracy, and proper entry into computer systems.
- Serve as the point of contact for Medical Records, creating a positive and legendary patient experience.
- Retrieve and release health information data/medical records in accordance with HIPAA and company policies.
- Interact and work cooperatively with patients and team members of diverse backgrounds, ensuring inclusion.
- Work as a liaison between healthcare providers and offices in a timely manner.
- Utilize EHR software, hardware, and programs proficiently.
- Organize and prioritize tasks to meet deadlines, ensuring efficient patient flow.
- Provide clear and friendly patient education on diagnostic examinations and deliver instructions in accordance with company policy.
- Hold Stat/Urgent cases pending communication from referring healthcare providers after services have been rendered for patients.
- Use phone and written etiquette when handling correspondence.
- Align with company mission and embody core values of RAYUS Radiology.
- Adhere to company policies, procedures, operational objectives, and goals.
- Maintain strict confidentiality of PHI in accordance with HIPAA regulations.
- Maintain reception and patient waiting areas, ensuring cleanliness, sanitation, literature organization, and refreshment supply.
- Tech Support - Patient Service
- Monitor all modality schedules.
- Greet and escort patients to changing rooms, briefly explaining procedures.
- Perform proper sanitizing techniques in prep/changing rooms.
- Assist technologists in staying on time by having the next patient ready before the current patient is ready to exit the table.
- Ensure patient areas are stocked and organized in a neat and tidy manner.
- Clean and stock patient prep rooms and restrooms.
- Stock linen and empty laundry at the end of the shift.
- Check with technologists, center supervisors, or managers for additional duties as needed.
- 2+ years of exceptional customer service delivery experience, preferred.
- Positive interpersonal communication and critical thinking skills.
- Demonstrates strong eye contact, social engagement, and empathy towards patients.
- Ability to work well in multi-disciplinary professional teams.
- Ability to work in a high-volume and fast-paced environment.
- Computer knowledge and skills, EMR/EHR experience preferred.
- Healthcare experience, preferably in Radiology, preferred.
- Knowledge of basic medical terminology, preferred.
- Bilingual, preferred.
