Patient Services Representative
2 weeks ago
Job Summary:
We are seeking a highly skilled and compassionate Patient Services Representative to join our team at TeamHealth. As a Patient Services Representative, you will be the first point of contact for patients and their families, providing exceptional customer service and ensuring a positive experience for all.
Key Responsibilities:
- Provide warm and welcoming greetings to patients and their families, verifying demographic and personal information for all who present for treatment.
- Represent TeamHealth with a respectful and caring manner, problem-solving and utilizing resources to obtain patient information when patients are unable to communicate.
- Maintain confidentiality of patient information and ensure accurate billing.
- Register all urgent care, occupational medicine, and workers' comp patients, scanning and indexing all patients' charts and faxing patient charts to the primary care physician office on a daily basis.
- Prepare superbills for occupational medicine clients and collect co-pays and past due balances.
- Schedule patient initial and follow-up appointments when applicable.
- Perform a variety of duties involved in greeting and directing patients, their families, vendors, pharmaceutical representatives, and other business associates.
- Provide information to patients and their families on services, charges, and routine treatment procedures.
- Perform administrative tasks and provide information to other departments upon request.
- Accept packages and deliveries from outside and inside sources, directing and distributing or sorting as needed.
- Check petty cash weekly and complete petty cash reports for reimbursement to the company store.
- Assist in compilation of data for regular and special reports as requested by the practice manager and other management personnel.
- Assist other departments as needed.
- Demonstrate the ability to accept responsibility for appropriate conduct within the office setting and with other department associates.
- Function as a member of the healthcare team related to patient care by interaction and cooperation with physicians and other healthcare professionals.
- Route patient records and specimens to assigned locations as needed.
- Maintain inventory of office supplies.
- Maintain strict confidentiality of patient information.
- Complete administrative duties in a timely and efficient manner as set forth by the practice manager.
- Report errors or problems so that appropriate action may be taken for patient care.
- Ensure adequate and appropriate patient follow-up regarding prescriptions, referrals, and diagnostic testing.
- Contribute to patient care through patient and family education, distributing resource literature and referrals as needed.
- Comply with quality assurance, HIPAA, customer service, infection control, and safety guidelines and other policies as set forth.
- Refer patients to proper resources including transfer, follow-up, and appointments as directed by clinicians.
- Participate in ongoing training through completion of online training, attending in-person training sessions, and meetings as required.
- Participate in development and implementation of general policies and procedures to provide for the physical and emotional comfort and safety of patients.
- Maintain CME requirements through continuing education and in-service training.
- Ensure cleanliness of the office and clinical environment.
- Other duties as assigned and requested.
Qualifications:
- Associates degree in a related field preferred, minimum of high school diploma required.
- Minimum of 1 year in a previous customer service-related position required.
- 1 to 3 years' experience in a medical office/clinic environment preferred.
- Prior experience with electronic medical records preferred.
- Please refer to the skills checklist for applicable skills requirements.
Knowledge, Skills, and Abilities:
- Ability to perform patient intake and document problems appropriately, seeking guidance as needed.
- High degree of verbal and written communication and interpersonal skills to determine needs, provide information, instruct, and provide emotional support.
- Working knowledge of general office equipment including fax and copy machines, multi-line phone system, and personal computer.
- Ability to address and resolve conflict, including challenging patients/clients in a professional manner.
- Ability to maintain strict confidentiality.
- Ability to perform detail-oriented work.
- Ability to adapt to a changing and growing atmosphere.
- Courteous and professional demeanor.
- Willingness to work as a team player to meet common goals of the facility.
- Ability to work in a fast-paced, demanding environment.
- Excellent customer service skills.
- Promote positive department morale through effective teamwork.
- Ability to work and travel to multiple locations if needed.
Physical/Environmental Demands:
- Job performed in a well-lighted, modern office setting.
- Occasional travel locally.
- Occasional lifting/carrying (10 pounds or less).
- Occasional standing/bending.
- Moderate to high stress level.
- Prolonged sitting, telephone, and computer use.
- Associated health risks related to patient exposure including bodily fluids and disease.
This position may require manual dexterity and/or frequent use of the computer, telephone, 10-key, calculator, office machines (copier, scanner, fax), and/or the ability to perform repetitive motions and/or meet production standards to comply with the essential functions. Also, may require physical and/or mental stamina to work overtime, additional hours beyond a regular schedule, and/or more than five days per week.
Disclaimer:
Cooperative, positive, courteous, and professional behavior and conduct are essential functions of every position. All employees must be able to work with others beyond giving and receiving instructions. This includes getting along with co-workers, peers, and management without exhibiting behavior extremes. Job functions may require personal leadership skills such as conflict resolution, negotiating, instructing, persuading, speaking with others, and responding appropriately to job performance feedback from the supervisor. Additionally, the information contained in this job description has been designated to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.
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