Patient Service Representative - Float

Arizona Center for Cancer Care•Surprise, AZ

2d•Onsite

About The Position

Under the direction of the practice manager or lead patient service representative, the Patient Service Representative maintains daily front-office functions and serves as the face of the practice, providing high levels of customer service. The role includes patient registration, appointment scheduling, check-in and check-out, telephone communications, and coordination with patients, coworkers, office management, physicians, and external vendors or suppliers. This is a medical-office position based at NWU Surprise in Surprise, Arizona, with travel of up to 50% and a day shift. The position requires the ability to work 40 hours per week. The representative manages patient information and documentation in the electronic medical record (EMR), handles referrals and records requests, responds to basic insurance and billing questions, and collects payments when indicated. The role also involves maintaining assigned workstations and equipment, following standard operating procedures and HIPAA policies, and performing other duties assigned by management.

Requirements

High school diploma or equivalent.
Word-processing and computer experience.
Previous electronic medical records experience.
Ability to answer multi-line phones.
Strong teamwork skills and enthusiasm for working with others.
Excellent telephone etiquette and exceptional customer service skills.
Good organizational skills.
Professional appearance.
Ability to handle confidential information concerning patient diagnoses and medical records.
Ability to work 40 hours per week.

Nice To Haves

One year of work experience in a medical office setting.
Knowledge of medical terminology.
Completion of a recognized medical secretarial program.

Responsibilities

Greet and register incoming patients professionally.
Handle incoming and outgoing communications concisely and pleasantly.
Prioritize appointment urgency according to company standard operating procedures.
Schedule patient appointments in the EMR according to standard operating procedures.
Collect complete and accurate demographic and insurance information during registration.
Document patient encounters in the appropriate sections of the electronic medical record.
Collect payments on patient accounts and/or co-payments as indicated and maintain accurate daily collection records.
Respond to patient inquiries about basic insurance or billing questions.
Answer telephone calls promptly and courteously, take complete messages, provide adequate information, and route callers appropriately.
Check phone messages hourly and return calls before lunch, in midafternoon, and before leaving for the day.
Restock and maintain the assigned workstation and equipment in a neat and orderly fashion.
Send appropriate records, calls, and messages to physicians.
Sort and route incoming faxes, including images, records requests, and refill requests.
Process incoming referral faxes as a top priority: create referral charts, contact patients to schedule appointments, document scheduling attempts or messages, follow up as needed, and contact referring offices when unable to schedule.
Create new patient charts and ensure referrals and all required records are in the chart before appointments.
Ensure patient charts include primary care providers and referring physicians.
Make patient appointment reminder calls.
Send medical-record release requests to referring physicians’ offices, document requests, and scan requests into the EMR.
Maintain the referral platform.
Provide courteous customer service and remain composed when dealing with angry or irritated patients.
Problem-solve and anticipate issues.
Perform other duties as assigned by management.