Patient Svc Rep- Escondido- Orthopedics-Escondido

Palomar Health Medical Group•Escondido, CA

23h•Onsite

About The Position

The Patient Service Representative is the primary point of contact for Palomar Health Medical Group, responsible for managing patient interactions from greeting and check-in to ensuring smooth patient flow and accurate information handling. This role involves a wide range of administrative and customer service duties, including scheduling, insurance verification, billing explanations, payment collection, and managing patient records. The PSR also handles a high volume of calls, manages patient portal messages, and acts as a receptionist for vendors. The position requires strong customer service skills, attention to detail, and proficiency with office equipment and computer software, all while adhering to HIPAA regulations and the organization's mission and quality standards.

Requirements

High School or equivalent education
1 year experience in a customer service position
Ability to speak and read English at a level that is sufficient to satisfactorily perform the essential functions of the position
Knowledge of standard office equipment (i.e., calculator, fax, photocopier)
Personal computer and computer software skills (i.e., MS Windows, Excel, Access, Word, PowerPoint, internet, e-mail)
Windows computer skills including proficient use of keyboarding, use of mouse or keys for functions such as selecting items, use of drop-down menus, scroll bars, opening folders, copying and similar operations required upon employment or within the first two weeks of employment to perform the essential functions of the job

Nice To Haves

2-3 years experience, preferably in a medical practice setting
Working knowledge of contracted insurances, patient benefits, and third-party requirements
Medical Administrative Certification

Responsibilities

Greeting & checking in patients
Answering phones
Documenting accurate patient information
Ensuring overall patient flow
Scheduling walk-in appointments
Ensuring accurate patient insurance information
Explaining billing procedures
Collecting co-payments, deductibles and co-insurance
Preparing/filing patient forms
Processing medical records
Guiding patients through self-service kiosks
Maintaining a high-level of customer service with patients and their family members, staff, and providers
Answering heavy volume of calls internally and incoming calls from referring providers; resolving call queries promptly
Ensuring patient completes required forms, obtains necessary signatures, and accurately enters patient information for registration
Verifying all insurance, personal and health information at time of service
Scanning insurance card and ID into patient’s file
Performing out-bound calling regarding missed appointments, to follow-up with tasked messages, outreach, Medicare wellness visit scheduling, TransactRx authorizations and Arch-to-Arch, Graybill and SCMG referrals
Ensuring smooth patient flow by monitoring daily scheduling, scanning lobby for waiting patients, and following-up with Back Office staff as needed
Straightening lobby area to ensure a positive and professional environment for patients
Collecting patient insurance co-payments, co-insurance, deductibles, and prior balances
Explaining payment policy/billing procedures and patient financial responsibility
Preparing and filing patient forms while protecting patient personal health information according to HIPAA requirements
Balancing daily monies and receipts
Ensuring accuracy of batch summaries
Creating deposits
Making recommendations to improve processes and procedures with a focus on improving patient flow, patient satisfaction, and quality
Monitoring, managing, and routing patient portal messages
Serving as department receptionist for outside vendors and contractors
Performing other duties as assigned
Following Palomar Health Medical Group rules, policies, procedures, applicable laws, and standards
Carrying out the mission, vision, and quality commitment of Palomar Health Medical Group