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Healthcare Customer Service Specialist
2 months ago
GENERAL SUMMARY OF DUTIES: The Healthcare Customer Service Specialist plays a crucial role in managing patient interactions at the clinic. This position involves welcoming patients upon arrival, facilitating appointment scheduling, maintaining accurate patient records, and coordinating with referring physicians. The specialist is also tasked with preparing patient charts daily and collecting necessary payments, including co-pays and outstanding balances.
SUPERVISION RECEIVED: Reports directly to the Clinical Pod Administrator.
KEY RESPONSIBILITIES:
- Open and close the clinic location as required.
- Manage incoming mail effectively.
- Answer phone calls and take messages as needed.
- Ensure all office equipment (scanners, printers, fax machines) are stocked and ready for use.
Patient Check-In Duties:
- Verify current insurance information and ensure it is up to date.
- Confirm patient demographics, including phone number and address, ensuring accuracy.
- Update all patient information in the relevant systems (HCIT, Impact, and Allscripts).
- Inform patients of any outstanding balances prior to their appointment.
- Collect co-pays, balances, and deductibles upon check-in.
- Scan necessary patient documents (insurance cards, referrals, ID, etc.) for records.
Patient Check-Out Duties:
- Facilitate referrals to other medical professionals as needed.
- Collect payments for co-pays, balances, and deductibles at check-out.
- Scan all relevant documentation related to the day's visit.
- Schedule follow-up appointments according to established protocols.
- Ensure all fee slips are accurately completed with procedure, diagnosis, and coding information.
- Organize and batch all financial records for the Billing Department.
- Balance the daily deposit, including credit card, cash, and check transactions.
Fax Management:
Collect and ensure timely delivery and scanning of faxes throughout the day.
Chart Preparation:
- Prepare all patient charts (forms, referrals, etc.) for the next business day, including a printed schedule for reference.
- Verify insurance and referrals for all patients scheduled for the following day.
- Prepare new patient charts with necessary documentation from referring physicians.
- Conduct online verification of Medicare/Medicaid eligibility.
- Ensure demographic information is updated annually.
PROFESSIONAL CONDUCT:
Maintain professionalism in all interactions with patients, staff, and referring physicians. Assist in keeping the waiting area organized and tidy. Provide occasional relief for lunch and phone coverage for other staff members. Attend required staff meetings and uphold strict confidentiality in accordance with HIPAA regulations.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Strong communication skills, both written and verbal, with a professional appearance.
- Familiarity with medical terminology and prior experience in a customer service role is preferred.
- Proficient in computer usage, including word processing and data entry.
- Detail-oriented and highly organized.
- Ability to create a welcoming and empathetic environment for patients.
- Demonstrate reliability and a positive attitude in all job functions.
- Commitment to maintaining patient confidentiality and integrity in all matters.
EDUCATION AND EXPERIENCE:
A high school diploma or equivalent is required. Preference will be given to candidates with at least one year of experience in a medical office setting.
PHYSICAL DEMANDS:
This role may require prolonged periods of sitting, as well as occasional bending, stooping, and lifting of files or materials weighing up to 30 pounds. Manual dexterity is necessary for operating office equipment and viewing computer screens for extended periods.
WORKING CONDITIONS:
Work is primarily conducted in an office environment with frequent interaction with patients, staff, and external medical offices. The role may involve managing stressful situations and requires constant communication with others.
This job description outlines the primary responsibilities and expectations for the position. Duties and requirements may evolve as organizational needs change. The employer reserves the right to modify job responsibilities as necessary.
HIPAA COMPLIANCE: All employees must adhere to the privacy practices outlined in the employee handbook and comply with all HIPAA policies and procedures. Non-compliance may result in disciplinary action.
