Patient Service Representative

4 weeks ago

Orchard Park, New York, United States Great Lakes Medical Imaging Full time
Job Title: Patient Service Representative - Registration Float

Reports to: Registration Manager

Status: Non-Exempt

Pay: $18-$22 per hour

The Patient Service Representative- Float works as a member of the Registration team, reporting to the Registration Manager. This is a "float" position, meaning the Patient Service Representative in this role can be expected to rotate as needed to the various 5 locations of GLMI. This role primarily provides registration/check-in services to the patients of GLMI. The Patient Service Representative may also perform a variety of tasks beyond registering patients including; answering calls, documentation in patient charts, and supporting the patient experience while in our facility. Effective communication between departments and excellent patient care must be maintained.



Our Values:
  • Personalize the Experience
    • Greet with eye contact and share a smile.
    • Create a tone of friendliness and warmth in conversations with patients, peers, and associates.
    • Respectfully interact with patients, peers, and associates at their pace and level.
    • Take time to listen to and understand others.
    • Demonstrate patience and compassion when interacting with patients, peers, and associates.
    • Act on opportunities to go above and beyond.
  • Own it, Do it
    • Do what you say you will do.
    • Anticipate and prevent potential problems.
    • Be responsible and efficient with Great Lakes resources (time, scheduling, property, equipment, etc.).
    • Follow up on inquiries promptly and accurately.
    • Take personal responsibility for your work area and the quality of your work.
    • Communicate clearly, respectfully, and in a timely manner.
  • Perform as One Team
    • Speak positively about Great Lakes, team members, and patients.
    • Demonstrate respect and attentiveness to team members when communicating.
    • Recognize and share successes of the Great Lakes Way in action.
    • Proactively offer to help others.
    • Be flexible and embrace change with a positive attitude.
    • Contribute to a fun, energetic, and positive work environment.
    • Practice blameless problem solving, assuming the positive intentions of others.
  • Strive for Excellence
    • Share information, knowledge, and expertise.
    • Be relentless about acting on opportunities to learn and improve.
    • Ask for, accept, and use feedback.
    • Look for and act on opportunities for continuous improvement.

    Primary Duties and Responsibilities:
    • Greet and identify patients and visitors as they enter the office.
    • Direct patients to complete pre-exam paperwork using company-provided systems.
    • Review patient charts to ensure proper documentation and information are enclosed in accordance with practice policies.
    • Obtain additional patient information as needed.
    • Verify and confirm insurance(s) and authorizations.
    • Direct patients and visitors to be seated in the waiting room in a courteous manner and communicate unexpected delays when necessary.
    • Assist in maintaining a neat and organized waiting room.
    • Receive and document payments from patients attributed to copays, deductible, out of-pocket services, and past due balances.
    • Schedule or reschedule patients' appointments according to practice guidelines.
    • Perform other related duties as assigned.
    • Overtime opportunities may be available as needed.

    Additional Duties and Responsibilities:
    • Answer multi-line telephone system, take accurate messages, screen, and direct telephone calls to the appropriate person in an efficient manner.
    • Acquire necessary medical records and documents for patient charts by communicating via telephone, facsimile, or in person with other office locations or office personnel.
    • Routing and sorting documents within our digital fax tank.
    • Handle requests from patients related to the GLMI Patient Portal.
    • Access and utilize other medical-based systems as assigned.

    Necessary Skills:
    • Ability to perform each duty as listed above.
    • Strong computer skills, including use of information systems and Google-based programs.
    • Problem-solving skills.
    • Strong oral communication skills, including both phone and in-person.
    • Strong customer service skills and diplomacy.
    • Experience in radiology or medical terminology preferred.
    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Qualifications:
    • High School Diploma or Equivalent, prior administrative experience helpful.

    Physical and Mental Requirements:
    • May be asked to lift up to 25 pounds.
    • Standing, walking, sitting, keyboard use for long periods of time.
    • Ability to listen and communicate with patients face-to-face or over the phone.
    • Will be required to read, write, work in a fast-paced office setting.
    • Ability to make decisions and think quickly.
    • Must have mental and physical capabilities to perform all tasks listed above.

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