Patient Service Representative-Kennestone

Conifer Health Solutions•Marietta, GA

4d•Onsite

About The Position

The person in this role may act in either, all, or some of the following functions and must be efficient in all processes associated with any or all of the functions listed: Check-In representative, Check-Out representative, Call Center representative, Kiosk Greeter. In addition, this role must be able to travel to any and/or all locations as needed based on clinic staffing needs.

Requirements

High school diploma or GED
One year previous experience or training in patient registration or a related area in a healthcare facility.

Responsibilities

Greet patients and staff in a pleasant, positive, respectful manner at all times.
When acting in role of Kiosk greeter, this position is responsible for patrolling the area near kiosks and assisting patients with electronic check-in process.
Register patients in an efficient and accurate manner as outlined in the department policies and procedures.
Travel unassisted between locations as needed.
Possess working knowledge of applicable insurance programs and have the ability to apply appropriate information as part of the patient scheduling and registration process.
Clearly communicate to patients their insurance coverage; to include routine coverage, medical coverage and non-covered services such as refraction fees.
Read system alerts and collect or advise patients regarding their balance due, need to update or add additional information.
Monitor Main Patient Waiting area, and bring to the attention of clinical staff any patient waiting more than 20 minutes.
Answer the telephone using appropriate MEC greeting using a warm and friendly voice.
Enter accurate charges 85% of the time.
Understand insurance payment requirements for all physicians and optometrists.
Use the insurance matrix, Medicare allowable book and MEC Adjustable Fee Schedule routinely in order to collect correct amount on patient’s insurance.
Verify vision and medical coverage and enter appropriate authorizations in the system as required.
Collect co-payments and appropriate deductibles 85% of the time.
Review Charge Preview Report daily for accuracy.
Use Tele-check service and credit card electronic payment systems (as applicable, based on location).
Upload Televox reports.
Obtain Meaningful Use (MU) data within regulatory guidelines.
Utilize and meet current quota with Brevium (patient recall) system.
Generate receipts for patient transactions 85% of the time.
Schedule patient for proper follow up appointment as requested by provider, OR enter patient information in Recall system 85% of the time.
Use cross selling skills, to provide information about Marietta Eye Optical (MEO) and their eye glasses or contact lens products as outlined in the company policy and procedures.
Generate key closing reports that will assist in balancing transactions at the end of each day as outlined in the company policies and procedures.
Ensure end of the day transactions balance 100% of the time.
Ensure batches for Check-In and Check-Out balance and charges posted correctly at the end of each working day.
Work with clinical staff to obtain final diagnosis code(s), when they have been omitted from fee sheet.
Prepare for next day by printing schedule, pulling vision plans or checking the missing charge report for each patient appointment.
Handle team conflict in a professional manner as outlined in the company policies and procedures.
Communicate patient related problems to management within a reasonable amount of time.
Answer switchboard calls within three (3) rings.
Handle up to 500 calls per day with speed, calmness and accuracy.
Transfer internal and external telephone calls to staff, departments or satellites as outlined in department policy and procedures.
Follow office procedure for patient medical record transfer to other physician or provider office or facility.
Actively promote practice by following guidelines for handing or sending welcome letters and educational handouts.
Contact Patient Financial Services to discuss outstanding balances when patients as communicated through NextGen Alerts or other communications.
Document messages and create tasks for Triage/Technician-On-Call. (TOC), when needed.
Contact physician or technician to obtain approval for “work-in” or “schedule override” appointments as needed.
Maintain patient confidentiality at all times.
Assist other staff as needed and attend required meetings.
Schedule appointments.
Add patient demographics and insurance information to the practice management system. Information includes but is not limited to, name, address, insurance, email, telephone numbers, primary and referring physician.
Advise patient of any special instructions and directions to clinic.
Confirm appointments as needed.
Cancel and reschedule appointments, as necessary.
Review confirmation list each morning, and make appropriate notations in the system.
Prepare new medical record charts as needed (applicable based on location).
Check medical record charts back into chart system using NextGen Chart notes (location specific).
Send out patient Recall cards, make address changes in system as needed.
Demonstrate proficiency in using NextGen for registration, check out, medical record request, insurance matrix utilization, chart note documentation, TOC documentation.
Demonstrate proficiency in using telephone system.
Maintain a clean and uncluttered appearance of the reception and front office area.
Adhere to office policies outlined in the Employee Handbook.
Assume accountability for his or her own work performance.
Review emails daily and change protocol as directed in email and other electronic communication.
Follow assigned work schedule and hours.
Participate in staff development through morning huddles, staff meetings, continuing education courses, evaluations and constructive daily problem solving and conflict resolution.
Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.