Patient Service Representative/Surgical Scheduler - Orthopedics

Summit Health CityMD•New York, NY

About The Position

The Patient Service Representative/Surgical Scheduler supports orthopedic services by greeting patients and families, scheduling appointments and hospital or ambulatory admissions and procedures, and ensuring requests are handled in a timely manner. The role manages telephone calls, directs messages, schedules follow-up appointments, tests, and referrals, and maintains communication resources such as on-call schedules and physician contact information. The position prepares and maintains patient charts and records, requests medical records, reconciles encounters, updates patient information, completes forms, and safeguards patient and employee confidentiality. It also monitors supplies and equipment, performs clerical tasks, maintains procedure schedules, coordinates specialty equipment and services, and interacts with vendors and contracted services. The representative works closely with physicians, nursing staff, and other office personnel, helps train staff, and communicates operational issues to the appropriate personnel. The role may require commuting to satellite offices as needed.

Requirements

High school graduate or GED required.
Heartsaver certification within 30 days of hire.
Ability to communicate in English, orally and in writing.
Excellent interpersonal and customer-service skills.
Accurate computer data-entry skills.
Ability to organize and perform multiple tasks in a timely manner.
Basic proficiency in computer use.

Nice To Haves

Associate degree preferred.
Previous Patient Service Representative experience preferred.
Previous office experience preferred.
Knowledge of medical office practices and terminology preferred.
Previous experience with standard office technology in a Windows-based environment preferred.
Experience with an EHR, Practice Management System, and Departmental/Ancillary Systems preferred.

Responsibilities

Greet patients and families and schedule patient appointments, hospital admissions, ambulatory admissions, and procedures.
Ensure appropriate action is taken in a timely manner.
Answer telephone calls promptly, address callers’ needs, direct calls appropriately, take accurate messages, and deliver them to the appropriate individual.
Schedule future appointments, tests, and physician-ordered referrals.
Maintain communication resources, including on-call schedules and physician phone and beeper numbers.
Prepare charts for new patients, ensuring required forms are appropriately placed, and convert temporary records to permanent records before the end of the day.
Request medical records and prepare charts so physicians have needed information before visits, exams, evaluations, procedures, or treatments.
Print the minimum necessary medical-record information from the electronic record when a chart is unavailable.
Reconcile encounters daily according to policy and guidelines.
Monitor supply inventory and complete or direct requisitions for supplies, forms, equipment, or services.
Perform clerical duties, including faxing, photocopying, filing, and mailing.
Obtain, verify, and update patient information; maintain confidentiality and accurately complete necessary patient forms.
Respect patient rights by knocking, addressing patients by name, and identifying oneself before entering a patient’s room.
Maintain positive working relationships with physicians and nursing staff.
Promptly communicate problems and equipment concerns or issues to the Nurse Manager.
Book and schedule inpatient, outpatient, and special procedures; arrange specialty equipment and services; and interact with outside vendors and contracted services.
Submit necessary hospital documents and follow procedures for collecting pre-admission testing data.
Apply knowledge of insurance and pre-certification requirements.
Arrange, type, and distribute schedules; maintain the scheduling system and office supplies and equipment.
Train other office staff and log surgical procedures.
Reschedule or cancel procedures as needed and use good judgment in scheduling to support physician productivity.
Use customer-service skills to alleviate patient anxiety and communicate effectively with peers.
Collate and submit information and communicate repair orders to appropriate personnel.
Demonstrate understanding of fire safety and emergency procedures.
Perform other duties as required.
Commute to satellite offices as needed.