Patient Service Representative - Towne Lake

Conifer Health Solutions•Woodstock, GA

18h

About The Position

The Patient Service Representative may perform some or all of the Check-In, Check-Out, Call Center, and Kiosk Greeter functions and must be proficient in the processes associated with each assigned function. The role may require travel between clinic locations based on staffing needs. It supports patients and clinic staff through registration, scheduling, insurance and payment processing, telephone service, records handling, and front-office operations. The representative provides courteous patient service, supports electronic kiosk check-in, accurately manages patient and insurance information, and communicates coverage, balances, and appointment instructions. The position also coordinates with clinical staff and management, maintains patient confidentiality, keeps reception areas orderly, follows office procedures, and participates in staff development and meetings.

Requirements

High school diploma or GED.
One year of previous experience or training in patient registration or a related area in a healthcare facility.
Ability to travel unassisted between locations as needed.
Ability to handle high call volumes calmly, accurately, and efficiently.
Ability to use NextGen and telephone systems, or demonstrate proficiency in them as required by the role.

Responsibilities

Greet patients and staff pleasantly, positively, and respectfully.
Assist patients with electronic check-in and monitor the kiosk area when assigned as Kiosk Greeter.
Register patients efficiently and accurately according to department policies and procedures.
Travel unassisted between clinic locations as needed.
Apply knowledge of insurance programs to scheduling and registration, explain coverage and non-covered services, review system alerts, and collect or communicate information about balances and required updates.
Monitor the main patient waiting area and alert clinical staff when a patient has waited more than 20 minutes.
Answer telephone calls using the appropriate greeting and handle switchboard calls within three rings; manage up to 500 calls per day and transfer calls according to department procedures.
Enter accurate charges, understand physician and optometrist insurance payment requirements, and use the insurance matrix, Medicare allowable book, and MEC Adjustable Fee Schedule to determine collections.
Verify vision and medical coverage and enter authorizations as required.
Collect co-payments and applicable deductibles, generate transaction receipts, and use Tele-check and electronic credit card payment systems where applicable.
Review the Charge Preview Report daily, upload Televox reports, obtain Meaningful Use data within regulatory guidelines, and use the Brevium patient recall system to meet current quotas.
Schedule follow-up appointments or enter patient information into the Recall system as requested by providers.
Provide information about Marietta Eye Optical products using cross-selling skills in accordance with company policies.
Generate closing reports, balance daily transactions and Check-In and Check-Out batches, and ensure charges are posted correctly.
Coordinate with clinical staff to obtain omitted final diagnosis codes and prepare for the next day by printing schedules, pulling vision plans, or checking missing-charge reports.
Communicate patient-related problems to management within a reasonable time and handle team conflict professionally.
Follow procedures for medical record transfers and, when needed, document messages and create tasks for Triage/Technician-On-Call.
Contact physicians or technicians for approval of work-in or schedule-override appointments as needed.
Maintain patient confidentiality and assist other staff as needed.
Schedule, confirm, cancel, and reschedule appointments; enter patient demographics and insurance information; and provide patients with special instructions and clinic directions.
Review confirmation lists each morning and make appropriate system notations.
Prepare new medical record charts and check charts back into the chart system using NextGen Chart notes when applicable to the location.
Send patient recall cards and update addresses in the system as needed.
Demonstrate proficiency in NextGen functions, including registration, checkout, medical record requests, insurance matrix use, chart note documentation, and TOC documentation, as well as in the telephone system.
Maintain a clean, uncluttered reception and front-office area and follow office policies in the Employee Handbook.
Take accountability for work performance, review email daily, and apply protocol changes communicated electronically.
Follow the assigned work schedule and participate in morning huddles, staff meetings, continuing education, evaluations, and daily problem-solving and conflict resolution.