Patient Service Representative

Oak Orchard Health•Village of Medina, NY

14h

About The Position

The Patient Service Representative provides customer service at the reception area for arriving and departing patients. The role schedules future appointments in person and by telephone, registers new patients in the electronic medical record, checks registration forms for completeness and accuracy, and scans registration paperwork into patient records. The representative also supports patient check-in and checkout, payment processing, appointment reminders, phone handling, interpreter scheduling, and front-desk operations.

Requirements

High school diploma or equivalent.
1–2 years of prior administrative or customer service experience.
Communicate effectively with patients and coworkers in other departments.
Participate in organizational efforts to provide the highest quality patient care.
Ability to work a flexible schedule, including some evenings and weekends.
Ability to work at alternate OOH locations as needed, including Lyndonville and Albion sites.

Nice To Haves

1–2 years of medical office experience preferred.

Responsibilities

Register new patients in the OOH electronic medical record system, eClinicalWorks; check for prior registration and verify demographic and insurance information.
Greet arriving patients and guests promptly and courteously.
Check patients in, update insurance and yearly demographic information, collect required payments, and check patients out.
Process payments received by mail, telephone, or in person.
Schedule future appointments at checkout and by telephone.
Refer patients to the Patient Accounts Office when financial plans are necessary.
Scan completed patient paperwork into the patient EMR in a timely manner.
Answer and transfer telephone calls, take and assign accurate messages, document prescription refill requests, and route them to the correct provider.
Communicate effectively with patients and staff from all departments.
Attend regular staff meetings, trainings, and other meetings as requested.
Maintain a safe, clean, and orderly front-desk and waiting-room work area.
Schedule internal or external interpreters for patient appointments.
Reschedule appointments when providers are sick or have scheduled time off.
Direct patients needing health insurance assistance to the embedded Facilitated Insurance Enroller.
Call appointment reminders for physicals and new-patient appointments, update appointment status to “confirm” when completed, and make follow-up calls after unsuccessful reminder attempts.
Balance cash receipts at the end of the shift and prepare appropriate reports.
Ensure the building is unlocked in the morning and that the last employee leaving locks it and sets the alarm.
Adhere to organizational policies and procedures.
Respond to other reasonable requests from management.