Patient Service Representative

HEART OF FLORIDA HEALTH CENTER INC•Marion Oaks, FL

27d•Onsite

About The Position

The Patient Service Representative greets patients, registers them, provides financial counseling, and establishes and maintains accurate patient records in the appropriate software. The role may include medical and dental front-desk responsibilities. The representative provides courteous, professional customer service, supports patient access and payment processes, and contributes to patient care and operational requirements in a team-based environment. The position is located at Heart of Florida Health Center SOUTHWEST in Ocala, Florida, and may require travel to other CHC locations.

Requirements

High school diploma.
Proficiency with software applications and general computer knowledge.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills, with a strong commitment to service, quality, and patient satisfaction.
Ability to handle multiple tasks in a fast-paced environment and manage stressful situations.
Good judgment and a sense of appropriateness.
Ability to perform the position’s physical duties, including frequent lifting or moving of items over 30 pounds and handling equipment and supplies.
Continuous use of corrected vision, depth perception, a wide field of vision, color vision, and olfactory, auditory, and tactile senses.

Nice To Haves

One year of experience in a medical, hospital, or business setting is preferred.

Responsibilities

Greet patients and visitors in a friendly, professional, and courteous manner.
Resolve patient requests, questions, and complaints; analyze situations, identify appropriate resources, and attempt to de-escalate concerns.
Obtain accurate patient demographic information and pharmacy preference, copy insurance cards and driver’s licenses, and keep patients informed of wait times.
Educate patients about HFHC Pharmacy services and the Patient Portal.
Collect applicable co-pays, verify insurance coverage, accurately schedule appointments, and record cancellations and no-shows.
Accurately post patient payments and provide receipts.
Ensure kiosk data and images are updated and imported during visits, and that patient documentation is properly archived in the EHR.
Answer and transfer telephone calls, clear voicemails and return calls by the end of the business day, place messages in designated software areas, and answer queries from other facilities.
Interview patients about employment status, insurance coverage and deductibles, sliding fee scale, and eligibility for payment plans.
Contact patients about payment plans as required; address billing alerts and update the EMR as needed.
Assist patients with Medicaid eligibility applications and other payer programs, and respond to questions about balances, collections, and insurance.
Generate end-of-day closing reports, balance cash, checks, and credit card charges, and prepare a deposit packet for finance department review.
Complete the daily pre-visit process and check insurance eligibility using IE, Availity, TriZetto, or the Medicaid Portal as needed.
Maintain supplies for downtime procedures, open and sort mail, and scan medical-record requests to Scan Stat.
Report broken or dangerous equipment, facility equipment issues, and computer or software problems to the immediate supervisor.
Participate in team meetings, communicate patient-care and operational needs, and work collaboratively toward organizational goals.
Maintain patient confidentiality and adhere to HIPAA standards.
Perform other duties as assigned or necessary.