Customer Service Representative

JOB SUMMARY:

This position is responsible for the timely patient flow of the clinic in a pleasant, professional manner. This individual is responsible for sign-in of patient, accurate registration, and appropriate wait time before patient receives services. Requires awareness of customer service expectations, desire to deal with the public and good communication skills. Receptionist position reflects the organization and should be upheld to the highest standards.

ESSENTIAL RESPONSIBILITIES

• No eating in the receptionist area. All foods are to be consumed in the break area.
• Dress professionally to represent the organization.
• Greets patients with a high level of enthusiasm and focus on excellent customer service.
• Gathers data for patient registration, obtains consent for treatment, copies insurance and identification card and enters into ECW with minimum errors.
• Verifies coverage and eligibility on new patients by using internet, web portals or calling insurance company.
• Courteously communicates with patient regarding expected co-pays and deductibles with emphasis on payment at the time of service.
• Verifies enrollment eligibility and obtains PCP authorization as needed on Georgia Better Health Care members.
• Updates sliding fee scale applications and/or assists patient in completion of new application.
• Calculates SFS using financial information into EClinicalWorks (ECW).
• Processes cancellation and no-show charts according to protocols.
• Answers incoming calls for adding or canceling appointments to provider schedules. Verifies phone number, date of birth and insurance information.
• Prepares and mails recalls and notifies patients of schedule changes according to protocols.
• Assists patients with requests for their medical records following release of medical record policy and procedure.
• Schedules appointments by obtaining thorough patient information including patient demographics and purpose of visit (chief complaint, physical, women's health, etc).
• Schedules appointments by appropriate time slots with emphasis on prompt appointments and smooth patient flow in the clinic.
• Calls patients for reminder appointments per office policy.
• Works returned mail by researching correct address information and documenting into ECW.
• Confers with nursing department for adding patients onto the schedule as overbooks.
• Checks ECW schedule against provider schedule to catch any errors or changes in the provider's schedule.
• Answers the phone taking accurate and thorough messages and transfers the calls as appropriate to the correct department/individual or entering information into the system. Notes must be legible and must be cohesive.
• Obtains Release of Information from the patient and processes according to all regulatory requirements.
• Accepts payments from patients, provides patient receipts, balances cash drawer and performs Close of Day activities as directed per policy.
• Collects patient fees and balances due upon check-in.
• Scans documents such as Release of Information, SFS applications, Living Wills accurately into ECW.
• Maintains daily logs per policy including information required by CFO regarding no-shows, cancellations, new patients, etc.
• Performs other duties as assigned.

QUALIFICATIONS:

EXPERIENCE:

• One year work experience, preferably in a medical office setting. Preferred EMR/EHR experience.
• Training specific in medical terminology, insurance requirements, customer service highly desirable.

KNOWLEDGE, SKILLS & ABILITIES

Knowledge of medical office procedures. Skill in operating a computer and copier/printer/fax machine. Skill in answering the telephone in a pleasant and helpful manner. Ability to work under pressure and still maintain accuracy. Ability to establish and maintain effective working relationships with patients, employees, and the public. Knowledge of commercial, Medicare, and Medicaid insurance requirements.

TYPICAL PHYSICAL DEMANDS

Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for long periods and to work in an environment which can be very stressful.

TYPICAL WORKING CONDITIONS

Work is performed in a high functioning office environment. Interaction with others is constant and interruptive. Contact involves dealing with people who are ill. Occasional evening or weekend work.

Medical Associates Plus reserves the right to direct its workforce this includes but is not limited to work location, work hours and job duties.