Patient Service Representative
1 week ago
We are a physician-led, patient-centric network dedicated to simplifying healthcare and delivering connected care services.
Our multispecialty and urgent care providers serve millions of patients across traditional practices, patients' homes, and virtually through our operating companies.
We are innovating value-based care and leveraging integrated applications, population insights, and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.
Essential Job Functions:- Greet visitors, patients, and families in a friendly and professional manner, directing them appropriately.
- Maintain an efficient patient flow through the registration process and provide excellent customer service to patients and families.
- Promptly answer the telephone, direct calls appropriately, take accurate messages, and deliver them to the right individual, demonstrating proper etiquette.
- Inform patients of delays in physician schedules, assist with patient comfort while delayed, and update the patient care team in the EHR to reflect accurate PCP information.
- Post self-pay charges, collect payments, and provide patients with receipts, accurately reconciling daily payments and reconciling billing slips to the daily schedule.
- Open and close batches properly, accurately reconcile collections, prepare deposits, and document corrections.
- Scan insurance cards, process insurance verifications using the online system, and update patient accounts, including demographics, insurance, HIPAA forms, and financial waivers.
- Schedule appointments accurately according to department guidelines, using waitlists when applicable, confirm future appointments as needed, review eligibility, and phone reports.
- Schedule and enter orders for diagnostic tests and procedures, following all appropriate workflows.
- Initiate authorization requests, work cooperatively with Patient Care Resources and clinical staff to ensure timely pre-authorizations, complete referrals according to departmental guidelines, and properly enter them into the appropriate system.
- Enroll patients in the patient portal, update lab, imaging, and pharmacies, perform screenings as applicable, arrange specific patient services such as ASL interpreters and needed transportation.
- Effectively communicate problems, concerns, or issues to the Office Supervisor/Manager appropriately and promptly, actively participate in pilot programs, perform patient outreach for AWVs and quality lists, manage the Department Staff Inbox, patient ticklers, portal requests, and online scheduling requests.
- Complete letters as assigned, including no-show/late cancellation and return to work/school.
- Perform various clerical duties, such as faxing, photocopying, scanning, filing, and mailings.
- Demonstrate flexibility with various work schedules, cover for other staff when asked, including other office locations.
- Demonstrate the ability to adequately follow downtime procedures.
- Perform other job duties as required.
- Pushing and pulling, taking frequency and weight into consideration.
- Physical strength to lift heavy objects, carts, or items, taking frequency and weight into account.
- Physical mobility, including movement from place to place on the job, taking distance and speed into account.
- Dexterity of hands and fingers.
- Balance maintained during climbing, bending, and/or reaching.
- Endurance, including continuous typing, prolonged standing/bending, walking.
- Chemicals, chemotherapy, and fumes.
- Loud noises.
- Vibration.
- Extreme temperatures.
- Confined spaces.
- Dust, mold, and/or pollen.
- Exposure to infectious hazards, blood, body fluids, non-intact skin or tissue specimens.
- Contact with patients or patient specimens are possible.
- Unplanned or unexpected exposure.
- High School Graduate or GED required. Associate Degree preferred.
- Previous PSR experience preferred.
- Ability to communicate in English, both orally and in writing.
- Must have excellent customer service skills.
- Must have the ability to organize and perform multiple tasks in a timely manner.
- Knowledge of medical office and terminology preferred.
- Basic proficiency in computer use required. Previous experience with Standard Office Technology in a Window-based environment preferred.
- Experience with EHR, Practice Management System, and Departmental/Ancillary Systems preferred.
We highly value the critical role that health and wellness play in the lives of our team members and their families.
Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages, and a 401k savings plan.
We are an Equal Opportunity Employer.
We do not discriminate on the basis of race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.
We care about the safety of our employees and applicants. We do not use chat rooms for job searches or communications. We will never request personal information via informal chat platforms or unsecure email.
We will never ask for money or an exchange of money, banking, or other personal information prior to the in-person interview.
Be aware of potential scams while job seeking. Interviews are conducted at select VillageMD locations during regular business hours only.
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