Patient Service Representative

Down East Community Hospital•Machias, ME

About The Position

Performs secretarial functions to support care within a medical practice and interacts with patients, families, and staff to help maximize successful patient outcomes. The role includes patient registration and records support, appointment scheduling, insurance verification, telephone communication, payment collection, and administrative tasks. The representative also supports quality improvement, compliance, privacy, safety, and service excellence requirements, and may provide coverage for other DECH physician offices when necessary.

Requirements

High school diploma.
Proficiency in typing, telephone communication, and Microsoft Office, including Word, Excel, and Outlook.
Knowledge of an Electronic Medical Record (EMR).
Associate degree from a medical secretary program or two years of experience in an office setting.

Responsibilities

Register patients; obtain and enter demographic, consent, and insurance information.
Scan demographic documents, photo IDs, insurance cards, and other required forms into patient charts.
Process electronic signatures for consents using an electronic device.
Verify insurance electronically or contact applicable insurance carriers.
Answer telephone calls and direct calls and messages to the appropriate recipient.
Schedule patient appointments and record the patient’s preferred appointment-confirmation method in the EMR; manually confirm appointments when necessary.
Prepare patient charts daily as needed.
Communicate through messaging and Phone Notes in the EMR.
Collect co-pays and payments by check, cash, or debit/credit card.
Submit co-pay and other payments to the practice billing department within three days of the date of service.
Participate in departmental quality indicators and quality improvement activities as directed.
Complete assigned daily, weekly, and monthly checklists, which may include office cleanliness, security, and other monitoring duties.
Comply with hospital policies and applicable state, federal, and CMS licensing and certification policies.
Maintain medical record privacy and security in accordance with hospital policies and procedures.
Demonstrate commitment to the hospital’s mission, vision, values, and service excellence standards.
Provide coverage for other DECH physician offices when necessary.
Stay informed by attending meetings and reviewing memos, policies, meeting minutes, newsletters, email, and other appropriate information in a timely manner.
Maintain reliable attendance and punctuality, observe appropriate break times, and extend a scheduled shift when necessary to meet patient demands.
Perform duties safely and in compliance with safety policies and procedures.
Comply with the Code of Conduct and applicable policies and procedures.
Communicate compliance concerns to the department manager or Compliance Officer and confidentiality concerns to the Privacy Officer.
Perform other duties relevant to the position and department as assigned.
Collaborate with management to improve department effectiveness through quality improvement plans and processes.
Maintain current knowledge of the hospital-wide Quality Improvement Program.