Patient Service Representative

1 week ago

San Diego, California, United States Sharp HealthCare Full time
Job Summary

Sharp HealthCare is seeking a highly skilled and customer-focused Patient Service Representative to join our team. As a key member of our healthcare team, you will be responsible for providing exceptional patient service, ensuring seamless operations, and promoting a positive work environment.

Key Responsibilities
  • Represent Sharp HealthCare by providing patients with appointments, information, and operational support services for assigned departments.
  • Provide a high level of customer service in a manner consistent with our Mission and Goals.
  • Responsible for patient registration, demographic, and insurance updates.
  • Confirm insurance eligibility and obtain authorizations for service.
  • Work with patients to resolve billing and insurance-related issues.
Requirements
  • 1 year of customer service experience.
  • H.S. Diploma or Equivalent.
  • Preferred qualifications: completion of a medical receptionist or equivalent training program, medical or hospital setting experience.
Essential Functions
  • Collaboration and Teamwork: demonstrates a commitment to serving other employees above self through teamwork, collaboration, developing others, and supporting SHC values.
  • Effective, clear communication to promote excellent department operations and efficient patient care.
  • Stays informed through staff meetings and shares pertinent information with others.
  • Assists co-workers with their tasks.
  • Demonstrates flexibility to meet clinic and SRS Rehab Service needs.
  • Assists in the daily department maintenance and general departmental flow.
  • Promotes a positive work environment by accepting interpersonal differences and respecting others' values and opinions.
  • Demonstrates appreciation for the work of others by offering praise and noting a job well done to others.
Communication
  • Responds to all phone calls within 3 rings and answers with name and department.
  • Asks before placing a caller on hold, waits for a response, and checks back with the caller and offers alternatives.
  • Uses a pleasant voice.
  • Is helpful and knowledgeable and thanks the caller at the end of the call.
  • Takes complete messages that are formatted neatly, concisely, spelled correctly, and written using correct medical terminology.
  • Announces call to connecting party when transferring a call.
  • Returns phone messages according to established guidelines based on message documentation.
  • Refers telephone calls appropriately.
Department Operations
  • Provides accurate information to all customers, including patients, physicians, co-workers, and visitors, and maintains a variety of office support activities.
  • Prepares and monitors daily/weekly schedules, labels, and reports accurately per department guidelines and within established timeframes.
  • Offers information and education to patients on customer services such as van shuttle, nurse connection, and educational classes and assists patients with necessary forms and directions.
  • Maintains supply levels, patient brochures, and exam preparations for work area.
  • Notifies supervisor of key user of any repairs or maintenance needed in the environment.
  • Knowledgeable on procedure for activating appropriate emergency support systems (i.e., code blue, red, etc.) and monitors patient waiting area alerting physical therapist, physician, or nurse of any potential medical occurrences.
  • Follows established cash receipt policy and procedures for collection of payments.
  • Balances and secures cash drawer.
  • Prepares daily deposit with minimal reminder to complete in an accurate and thorough manner.
  • Knowledgeable on patient account and billing information.
  • Performs mini-registration procedures and verifies insurance eligibility.
Financial Responsibilities
  • Accepts accountability for the organization's financial success while delivering the highest quality of care and service.
  • Demonstrates flexibility in work practices.
  • Supports organizational cost containment (i.e., following work comp and PPO authorization guidelines).
  • Takes initiative in using time effectively.
  • Actively sets priorities and adjusts to unscheduled situations.
  • Accepts responsibility for own actions and outcomes.
  • Initiates communication with others to ensure job is completed successfully.
Scheduling
  • Schedules appointments following appropriate provider guidelines, based on composite of the following and measured by supervisory review of relevant reports.
  • Schedules appointments with the correct visit type, provides patients with accurate appointment information, verifies collector code, and updates patient information and appointment site location.
  • Confirms future appointments with patient according to guidelines.
  • Other scheduling (e.g., IDX and PPO insurance authorization) as identified by site.
  • Using a keyboard, type proficiently and accurately.
  • Type a minimum of 30 words per minute with 0-2 errors.
  • Proof work.
Knowledge, Skills, and Abilities
  • Knowledge of medical terminology preferred.

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