Patient Service Representative - Grossmont

Livara Health, Inc.•San Diego, CA

9d•Onsite

About The Position

The Patient Service Representative performs a variety of business-related duties both clerical and administrative in nature. This position requires skills in planning, organizing and problem solving. The position requires oversight of front office tasks to include greeting and registering patients, collecting payments, patient scheduling, and monitoring the assigned clinics schedules and billable claims. This role requires close collaboration with our Billing Manager, Health Information Specialist, Eligibility and Benefits Specialists, Staffing Coordinator, Clinic Managers, and all Clinicians.

Requirements

High School Diploma required.
One year of administrative experience preferred.
Medical office experience preferred with a strong emphasis in customer service, computer skills and phones.
Knowledge of medical terminology.
Ability to multitask effectively and efficiently.
Proficient in Microsoft Office and Google Drive.
Ability to utilize resources in an organized manner.
General knowledge of office procedures.
Effective interpersonal and customer relations skills.
Strong professional level of written and oral communication skills.
Ability to diffuse volatile situations and use good judgment and tact in dealing with patients.

Nice To Haves

Associates degree preferred.
Completion of a medical receptionist or equivalent training program preferred.

Responsibilities

Perform clerical and administrative duties.
Greet and register patients.
Collect payments.
Schedule patient appointments.
Monitor assigned clinic schedules and billable claims.
Collaborate with Billing Manager, Health Information Specialist, Eligibility and Benefits Specialists, Staffing Coordinator, Clinic Managers, and Clinicians.
Demonstrate commitment to serving others through teamwork, collaboration, developing others, and supporting SpineZone values.
Encourage healthy working relationships and work effectively as part of a team.
Communicate effectively and clearly to promote efficient department operations and excellent patient care.
Stay informed through staff meetings and share pertinent information with team members.
Assist team members with their tasks when needed.
Provide clear communication to Clinicians about patient arrivals and other relevant information.
Demonstrate flexibility to meet clinic and overall team needs.
Assist in daily maintenance and general departmental flow.
Promote a positive work environment by accepting interpersonal differences and respecting team members’ values and opinions.
Provide department support and clinic needs as assigned and directed by leadership.
Provide training and mentoring to new team members as directed by Leadership.
Exhibit professional and friendly phone etiquette.
Answer multi-line phone system, retrieve messages, and ensure proper messages are communicated.
Respond to all phone calls within three rings and answer with name and company.
Be helpful, knowledgeable, and thank the caller at the end of the call.
Take complete messages that are formatted neatly, concisely, spelled correctly, and written using correct medical terminology.
Announce call to the connecting party when transferring a call.
Follow all HIPAA regulations and compliance.
Utilize strong customer service skills and ability to engage well with patients.
Greet patients and visitors in person or on the telephone, answering or referring inquiries in a friendly professional manner.
Maintain a clean environment.
Use discretion and independent judgment in handling patient or physician complaints.
Provide accurate information to all patients, clinicians, team members, and visitors and maintain a variety of office support activities.
Prepare and monitor daily/weekly schedules.
Obtain and verify insurance benefits for patients.
Electronically file all office records as necessary.
Process all medical and billing record requests.
Maintain supply levels, patient brochures, petty cash, and inventory.
Notify Facilities and Clinic Manager of any repairs or maintenance needed in the environment.
Be knowledgeable on procedure for activating appropriate emergency support systems and monitor patient waiting area alerting clinicians of any potential medical occurrences.
Keep work-related discussions professional and limited to private areas.
Implement service recovery when appropriate.
Assist the company in any other related duties assigned.
Maintain patient accounts by obtaining, recording, and updating personal and financial information.
Accept accountability for the organization's financial success while delivering the highest quality of care and service.
Protect patients' rights by maintaining confidentiality of personal and financial information.
Support organizational cost containment (i.e., following work comp and PPO authorization guidelines).
Take initiative in using time effectively.
Actively set priorities and adjust to unscheduled situations.
Accept responsibility for own actions and outcomes.
Initiate communication with others to ensure the job is completed successfully.
Meet department goals (i.e., department productivity, patient visits, KPI’s).
Request payment of copay, deductible, estimated out-of-pocket or good faith deposit.
Follow established cash receipt policy and procedures for collection of payments.
Balance and secure the cash drawer.
Prepare daily deposit with minimal reminder to complete in an accurate and thorough manner.
Be knowledgeable on patient account and billing information.
Perform registration procedures and verify insurance eligibility.
Maintain up-to-date knowledge on new insurance plans and other information provided by Billing Department.
Schedule appointments following appropriate provider guidelines both in person and over the phone.
Schedule appointments with the correct visit type, provide patients with accurate appointment information, and update patient information and appointment site location.
Confirm new appointments.
Review schedule daily for scheduling optimization and efficiency.
Populate all demographic screens for new and established patients.
Register and schedule all new patients.
Provide new patients with required information to SpineZone and resources to services.
Monitor authorizations for insurance changes and resubmit authorization as needed.
Create and monitor a waitlist for patient appointments.
Type proficiently and accurately using a keyboard.
Review all work to ensure it is precise.