Patient Service Rep

Mercyhealth Wisconsin and Illinois•Roscoe, IL

2d•$17 - $25•Onsite

About The Position

The Patient Service Representative is responsible for handling incoming telephone calls, determining the purpose of the calls, and forwarding them to the appropriate personnel. They also manage Epic Messages, retrieve voicemails, and answer questions about the organization, physicians, and services. This role involves welcoming on-site visitors, monitoring access, and managing mail and office supplies. Additionally, the Patient Service Representative is responsible for scheduling patient appointments, managing the EMR registration check-in process in Epic, verifying patient demographics and insurance, collecting necessary documents, and processing co-payments and other self-pay obligations. They also assist patients with MyChart signup and activation, reply to MyChart messages, and ensure patient privacy and confidentiality. The role includes prepping and routing daily appointments, reviewing work queues for registration errors, utilizing Epic waitlists, and updating no-shows and cancellations. The Patient Service Representative also performs cashiering functions, processes payments, balances their cash drawer daily, and performs petty cash counts.

Requirements

High School diploma or equivalent preferred
Previous medical reception or reception experience preferred.
Basic knowledge of keyboard skills and medical terminology preferred.
Good interpersonal and written communication skills.
Basic knowledge of Epic preferred.

Nice To Haves

Understands and demonstrates Critical Moments of Service techniques and standards
Ensures reception and lobby areas are well maintained and clean
May be required to work flexible hours and overtime during peak hours.
Preforms all other duties as assigned.
May be responsible for working in alternate locations

Responsibilities

Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel.
Routes Epic Messages to nursing and provider as appropriate.
Retrieves messages from voice mail and forwards to appropriate personnel.
Answers questions about organization, physicians, and available services, providing callers with address, directions, and other information as appropriate.
Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
Monitors visitor access and issues passes when required.
Receives, sorts, and routes mail, and maintains and routes publications.
Orders, receives, and maintains office supplies.
Maintains fax machines, assists users, sends faxes, and retrieves and routes incoming faxes.
Creates and prints fax cover sheets, memos, correspondence, reports, and other documents when necessary.
Performs other clerical duties as needed.
Schedules patient appointments.
Responsible for EMR Electronic Medical Records registration check-in processes in Epic.
Loads, verifies and updates patient demographics.
Scans, loads and verifies insurance coverage.
Collects signed HIPAA and Consent for Treatment documents, updates the interactive face sheet and sends documents to Medical Records for scanning.
Reviews all Alerts in Epic and refers patient to a PFC when necessary.
Collects co-payments and other self-pay obligations when required and post in Epic when registering patient.
Provides patient with an estimated self-pay obligation when appropriate.
Performs cashiering functions online payment posting within Epic.
Processes payments and deposits by adhering to the systems Cash Handling Policy.
Completes daily closing report and balances their individual cash drawer at the end of each day.
Performs petty cash count in and out daily and records appropriately.
Assist patients with MyChart signup and activation.
Replies to MyChart messages in a timely manner, closing messages when complete.
Safeguards patient privacy and confidentiality per MHS policies.
Preps Routes daily for upcoming appointments for frontline registration.
Reviews daily work queues and corrects identified patient registration errors.
Utilizes Epic waitlists based on provider preference.
Reviews and updates no-shows and cancellations for the day.