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Patient Services Representative
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Patient Services Representative
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Patient Services Representative
2 months ago
Serves as the first point-of-contact for patients in a fast-paced clinical environment, utilizing exceptional customer service skills to coordinate care and provide an excellent patient experience.
Key Responsibilities- Coordinates all aspects of patient scheduling, including creating initial and follow-up appointments, rescheduling, and managing self-scheduled appointments.
- Manages multi-line telephone system, following guidelines to identify and direct patients with emergent/urgent symptoms to appropriate clinical staff.
- Sets up and verifies active and contracted insurance coverage, educating patients on co-insurance/co-pay, self-pay, and other payment options.
- Enrolls patients on the patient portal and explains its attributes, benefits, and recommended use.
- Requests, confirms, and validates interpreter services.
- Greets patients and completes the check-in process, directing and assisting with completion of paperwork.
- Monitors message pools and responds to patient requests, questions, and concerns within established timelines.
- Takes complete and accurate messages, coordinating communication between interdisciplinary staff and coordinating emergent or add-on patient care requests.
- Manages appointment queues, including future appointment orders, cancellation lists, and wait lists.
- Prepares, documents, and sends patient outreach communications.
- Initiates outside medical record requests and prepares documents for Health Information Management department processing.
- Manages incoming referrals through clinic documentation and established tracking protocols.
- Identifies and collects copayments in adherence with organizational goals.
- Cultivates the EvergreenHealth culture of community by supporting new staff training.
- Monitors and maintains tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
- Orders and restocks patient forms and non-medical supplies.
- Files, faxes, scans, photocopies, and distributes mail.
- Performs open and close duties, which vary from clinic to clinic.
- High School diploma or equivalent.
- 1 year of experience in a customer service role.
- Excellent interpersonal communication skills, including the capacity to communicate with a diverse range of individuals and dispositions.
- Ability to problem solve, stay calm under pressure, and present oneself in a pleasant and professional manner when responding to inquiries from EH staff and patients.
- Strong written communication skills, including the ability to spell accurately and write legibly.
- Ability to work independently, show initiative, and work productively within a team environment.
- Actively listen to and validate patient conversations, employing de-escalating techniques as appropriate.
- Ability to prioritize multiple tasks and access, analyze, and apply concepts associated with protocols, policy, and guidelines.
- Keyboarding skills and working knowledge of Windows-based software systems.
- Previous experience in a medical reception or similar administrative role.
- Knowledge of basic medical terminology and common medications.
- Knowledge and experience accessing and verifying insurance coverage, including experience using Real Time Eligibility (RTE) Payer/Insurance Portals.
- Electronic Medical Record (EMR) experience, preferably Cerner.
- Familiarity with HIPAA and other health industry compliance standards.
