Patient Service Rep
About The Position
The Patient Service Rep provides efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters. This role involves registering patients, coordinating appointments, answering multiple phone lines, distributing communications, resolving patient questions, scheduling future appointments, notifying care areas of patient arrival, identifying insurance types, and performing other related duties. Additionally, the role ensures the entry of billing information, reviews encounter forms for accuracy, enters patient charges into the EMR system, and balances charges. The Patient Service Rep also upholds standards for accurate and timely medical records, releases information according to policy, ensures the availability of necessary forms and charts, and maintains strict confidentiality of patient information.
Requirements
- High school diploma or equivalent.
- One to two years related customer service experience
- Experience handling difficult caller/customers/patients.
- CRT/PC experience in a customer service setting.
- Strong communication skills.
- Ability to solve problems posed by callers seeking referrals, appointments, billing issues and clinical information.
Nice To Haves
- Working knowledge of eClinicalWorks and scheduling sections of the eClinicalWorks system preferred.
- Polish or Spanish speaking preferred.
Responsibilities
- Greets and accurately registers patients in EMR system verifying essential billing and demographic information.
- Coordinates scheduling of patient appointments (phone and in-person requests) accurately and efficiently.
- Answers multiple incoming telephone lines, accurately determining the appropriate recipient of the call or message and referring them promptly and appropriately.
- Distributes communications accurately, based on practice protocol. Includes pagers, faxes, emails.
- Resolves a variety of patient questions, including HMO referrals, billing and queries about services and test results; refers complex issues to practice manager or a clinical staff member, as appropriate.
- Schedules future appointments and requisitions, laboratory tests, radiology procedures and other special diagnostic tests as needed. May coordinate with appropriate sections of hospital admission and/or outpatient admissions and surgery.
- Notifies patient care area when patient has arrived and is ready to be seen. Attends to waiting patients in reception and ensures that they are seen in a timely manner or are promptly notified of unexpected delays.
- Accurately identifies type of insurance from card, understands different types of payers, and verifies eligibility if necessary.
- Performs other related duties as required.
- Reviews encounter forms for accuracy and completeness, checks with physician for missing information.
- Enters patient charges into the EMR system according to established policies and procedures.
- Batches encounter forms and balances charges.
- Releases information from records, only according to corporate policies and procedures.
- Ensures the availability of properly prepared patient medical records, daily schedules and related forms. Maintains medical record including loose filing and re-filing of charts daily. Pull and prepares charts for appointments.
- Maintains confidentiality around all patient information, both in front of each patient being treated and around other patients in the area.
Benefits
- Comprehensive suite of Total Rewards: benefits and well-being programs
- Competitive compensation
- Generous retirement offerings
- Programs that invest in your career development
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
