Patient Service Representative - Lab

Summit Health•New Britain, CT

11d•$18 - $21

About The Position

The Patient Service Representative is the first point of contact for patients, welcoming them and managing check-in and check-out, information gathering, registration, and retrieval of orders from the EHR or LIS. The role supports patient care and clinic flow while meeting patient health, safety, and comfort needs and following applicable regulatory, state, and company standards, policies, and procedures. The representative registers patients, confirms lab orders, maintains requisitions, handles related paperwork and insurance information, responds to questions, and supports telephone and in-person interactions. The position may require work at different facilities based on operational needs, with a variable schedule and travel between practice locations.

Requirements

High school graduate or equivalent.
Good computer and math skills.
Detail-oriented, with good interpersonal and customer service skills.
Ability to work effectively and professionally under pressure.
Ability to work as part of a team and share responsibilities and duties.
Ability to resolve interpersonal conflicts in a straightforward and timely manner.
Ability to set priorities, stay organized, and work as a self-starter.
Friendly, empathetic, and adept communication skills.
Ability to treat staff and patients with respect.
Ability to travel to various practice locations, including having a valid driver’s license and reliable personal transportation.
Ability to walk, stand, and sit; lift and carry equipment up to 30 pounds or provide physical assistance to patients; communicate effectively by phone or in person; read correspondence, computer screens, and forms; and perform tasks requiring good manual dexterity.

Nice To Haves

At least six months of healthcare experience or other relevant office experience preferred.
Knowledge of medical or laboratory terminology is a plus.
Knowledge of third-party billing is a plus.

Responsibilities

Greet patients and manage patient check-in and, when required, check-out.
Register new and established patients accurately, including demographic and insurance information in the EHR.
Determine whether a visit involves an accident, injury, or other billable service and collect Workers’ Compensation or auto insurance information as applicable.
Review required EHR fields and confirm patient information is current at each visit.
Confirm patients’ current lab orders in the EHR and identify which orders are for the visit.
Maintain requisition orders for accurate and timely patient processing; contact the physician’s office when no current order is available.
Scan and link necessary paperwork to patient medical records, maintain confidentiality, and scan and update insurance cards.
Respond to patient questions, investigate issues, and communicate answers as appropriate.
Receive and distribute mail, if applicable.
Answer incoming calls and triage them; follow procedures to meet patient care needs during telephone and in-person interactions.
Attend required monthly staff meetings and participate in front-office training.
Coordinate communication and information with other departments as needed.
Maintain patient confidentiality in accordance with HIPAA and company compliance and privacy manuals, and adhere to OSHA regulations.
Perform other clinical and administrative duties and other duties as requested.
Establish and maintain effective working relationships with patients, coworkers, physicians, and the public.