Patient Service Representative

Job Title: Patient Service Representative - Registration

Shift: Day Shift

Reports to: Registration Manager

Status: Non-Exempt

Pay: To determine our range, we consider as many of the following data points as are available to us: external market salary survey data, internal data in terms of comparable roles and our budget for the position. What we have posted is our good faith estimate of what we expect to pay: $18-$23 per hour.

Summary: The Patient Service Representative works as a member of the Registration team, reporting to the Registration Manager. 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: As a member of the team at GLMI it is expected that you embody the Great Lakes Way in your daily actions here.

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 include the following:

• 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 include the following:

• 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