Patient Service Representative - Towne Lake

Tenet Healthcare Corporation•Woodstock, GA

About The Position

The Patient Service Representative may perform some or all of the functions of Check-In representative, Check-Out representative, Call Center representative, and Kiosk Greeter, and must be efficient in the processes associated with those functions. The representative may need to travel unassisted between locations based on clinic staffing needs. The role supports patient registration, scheduling, check-in and check-out, telephone communications, payment collection, insurance verification, patient records, and front-office operations while maintaining patient confidentiality and following company procedures.

Requirements

High school diploma or GED.
One year of previous experience or training in patient registration or a related area in a healthcare facility.
Ability to use applicable insurance programs and references during scheduling, registration, and payment collection.
Ability to travel unassisted between locations as needed.
Ability to handle up to 500 calls per day with speed, calmness, and accuracy.
Proficiency in NextGen and the telephone system.

Responsibilities

Greet patients and staff pleasantly, positively, and respectfully.
Assist patients with electronic check-in while monitoring the area near kiosks when serving as Kiosk Greeter.
Register patients efficiently and accurately according to department policies and procedures.
Travel unassisted between locations as needed.
Apply knowledge of insurance programs during patient scheduling and registration, and explain coverage, including routine and medical coverage and non-covered services.
Review system alerts and collect balances due or advise patients when information needs to be updated or added.
Monitor the main patient waiting area and alert clinical staff when a patient has waited more than 20 minutes.
Answer telephone calls using the appropriate greeting and a warm, friendly voice; answer switchboard calls within three rings and transfer calls according to policy.
Enter charges accurately, understand insurance payment requirements, use applicable insurance references, and review the Charge Preview Report daily.
Verify vision and medical coverage and enter required authorizations.
Collect co-payments and appropriate deductibles, use electronic payment systems as applicable, and generate patient transaction receipts.
Upload Televox reports and obtain Meaningful Use data within regulatory guidelines.
Use the Brevium patient recall system and meet the current quota.
Schedule follow-up appointments or enter patient information in the Recall system as requested by the provider.
Promote Marietta Eye Optical products according to company policy and procedures.
Generate closing reports, balance daily transactions and batches, and ensure charges are posted correctly.
Work with clinical staff to obtain final diagnosis codes omitted from fee sheets.
Prepare for the next day by printing schedules, pulling vision plans, or checking missing-charge reports.
Handle team conflict professionally and communicate patient-related problems to management within a reasonable time.
Handle up to 500 calls per day with speed, calmness, and accuracy; document messages and create tasks for Triage/Technician-On-Call when needed.
Follow procedures for transferring patient medical records and contact Patient Financial Services about outstanding balances when indicated.
Promote the practice by distributing or sending welcome letters and educational handouts.
Contact a physician or technician for approval of work-in or schedule-override appointments as needed.
Maintain patient confidentiality and assist other staff and attend required meetings.
Enter patient demographics and insurance information into the practice management system, including applicable contact, insurance, and physician details.
Advise patients of special instructions and clinic directions; confirm, cancel, and reschedule appointments as needed.
Review the confirmation list each morning and make appropriate system notations.
Prepare new medical record charts and check charts back into the chart system where applicable.
Send patient recall cards and update address information in the system as needed.
Demonstrate proficiency with NextGen for registration, check-out, medical record requests, insurance matrix use, chart-note documentation, and TOC documentation, as well as with the telephone system.
Maintain a clean and uncluttered reception and front-office area and follow office policies in the Employee Handbook.
Take accountability for work performance, review emails daily, and follow protocol changes communicated electronically.
Follow the assigned work schedule and participate in staff development, including huddles, meetings, continuing education, evaluations, problem-solving, and conflict resolution.