Healthcare Customer Service Associate

2 weeks ago

Del Mar, California, United States SpineZone Full time
Job Overview

Patient Service Representative

Position Summary:

The Patient Service Representative is responsible for a range of administrative and clerical tasks essential to the smooth operation of the clinic. This role necessitates strong organizational skills, effective planning, and problem-solving abilities. Key responsibilities include welcoming and registering patients, managing payment collections, scheduling appointments, and overseeing clinic schedules and billing claims.

Collaboration:

This position requires close cooperation with various team members, including the Billing Manager, Health Information Specialist, Intake Coordinators, Patient Care Coordinators, Patient Service Specialists, Staffing Coordinators, Clinic Managers, and Clinicians.

Key Responsibilities:

  • Teamwork and Communication:
    • Foster a collaborative environment by promoting teamwork and supporting the values of SpineZone.
    • Communicate effectively to enhance departmental operations and ensure high-quality patient care.
    • Participate in team meetings and share relevant information with colleagues.
    • Assist teammates with their responsibilities as needed.
    • Maintain open lines of communication with Clinicians regarding patient arrivals and other important updates.
    • Adapt to the needs of the clinic and the team.
    • Support daily operations and overall departmental efficiency.
    • Encourage a positive workplace culture by respecting diverse opinions and values.
    • Provide assistance with departmental tasks as directed by leadership.
    • Offer training and guidance to new staff members as needed.
  • Phone Management:
    • Exhibit professional phone etiquette while handling calls.
    • Manage a multi-line phone system, ensuring messages are taken and communicated appropriately.
    • Respond to calls promptly and courteously.
    • Provide accurate and helpful information to callers.
    • Document messages clearly and accurately, using appropriate medical terminology.
    • Announce calls to the intended recipient when transferring.
  • Operational Duties:
    • Adhere to HIPAA regulations and compliance standards.
    • Demonstrate strong customer service skills while interacting with patients.
    • Greet patients and visitors warmly, addressing inquiries professionally.
    • Maintain a tidy and organized work environment.
    • Exercise discretion when handling patient or physician complaints.
    • Provide accurate information to patients, clinicians, and visitors while managing various office tasks.
    • Prepare and oversee daily and weekly schedules.
    • Verify insurance benefits for patients.
    • Organize and file office records electronically as required.
    • Process requests for medical and billing records.
    • Monitor supply levels and notify management of any maintenance needs.
    • Be knowledgeable about emergency procedures and alert clinicians of any potential medical issues.
    • Keep discussions professional and limited to private areas.
    • Implement service recovery strategies when necessary.
    • Assist with additional duties as assigned.
  • Financial Management:
    • Maintain patient accounts by accurately recording personal and financial information.
    • Support the financial health of the organization while ensuring quality care.
    • Protect patient confidentiality regarding personal and financial data.
    • Follow organizational guidelines for cost containment.
    • Utilize time effectively and prioritize tasks appropriately.
    • Communicate proactively to ensure successful task completion.
    • Manage department goals related to productivity and patient visits.
    • Request payments for copays and other financial obligations.
    • Adhere to cash handling policies and procedures.
    • Balance and secure cash drawers, preparing deposits accurately.
    • Stay informed about patient account and billing information.
  • Appointment Scheduling:
    • Schedule patient appointments according to provider guidelines.
    • Ensure appointments are accurately categorized and provide necessary information to patients.
    • Confirm new appointments and review schedules for efficiency.
    • Maintain accurate demographic information for all patients.
    • Register new patients and provide them with essential information.
    • Monitor insurance authorizations and resubmit as necessary.
    • Create and manage a waitlist for appointments.
    • Demonstrate proficiency in typing and data entry.
    • Review work for accuracy and completeness.

Qualifications:

  • High School Diploma required; Associate's degree preferred.
  • One year of administrative experience preferred.
  • Completion of a medical receptionist training program preferred.
  • Experience in a medical office setting with a focus on customer service.
  • Knowledge of medical terminology is advantageous.
  • Ability to multitask efficiently.
  • Proficient in Microsoft Office and Google Drive.
  • Organizational skills are essential.
  • Strong interpersonal and customer service skills.
  • Excellent written and verbal communication abilities.
  • Ability to handle challenging situations with tact and judgment.
  • Bilingual in Spanish is a plus.

Why Choose SpineZone?

SpineZone offers a supportive environment for individuals passionate about helping others and seeking professional growth.

Compensation:

Competitive hourly rate based on experience.

Benefits Include:

  • Medical, Dental, and Vision Insurance
  • Life Insurance
  • Long-Term Disability
  • 401k with matching contributions
  • Generous Paid Time Off
  • Employee Assistance Program
  • Opportunities for Career Advancement

Work Environment:

This position is based in a professional office setting, utilizing standard office equipment such as computers and telephones.

Physical Requirements:

This role is primarily sedentary but may require some filing and lifting of files, as well as occasional travel to support other clinics.

Equal Opportunity Employer:

SpineZone values diversity and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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