Patient Service Representative

Arizona Center for Cancer Care•Phoenix, AZ

26d•Onsite

About The Position

Under the direction of the practice manager or lead patient service representative, the Patient Service Representative maintains daily front-office functions and serves as a face of the practice, ensuring high levels of customer service. Responsibilities include registering patients, scheduling appointments, checking patients in and out, handling telephone communications, and communicating with patients, coworkers, the office manager, physicians, and external vendors or suppliers. The role requires experience with electronic medical records and the ability to handle confidential patient information. The position is based in a medical office setting at PET CT Biltmore in Phoenix, Arizona, and requires 40 hours per week. Physical requirements include seeing details at close range; listening to, reading, and communicating information; sitting for long periods; daily use of hands for typing, filing, and writing or signing documents; and lifting up to 20 pounds to move office supplies. Arizona Center for Cancer Care provides equal employment opportunities and prohibits discrimination and harassment on the basis of protected characteristics. This policy applies to all terms and conditions of employment.

Requirements

High school diploma or equivalent required.
Word-processing and computer experience required.
Previous electronic medical records experience required.
Ability to answer multi-line phones.
Strong teamwork skills and enthusiasm for working with others.
Excellent telephone etiquette and exceptional customer service skills.
Good organizational skills.
Professional appearance.
Ability to handle confidential information concerning patient diagnoses and medical records.
Ability to work 40 hours per week.
Ability to see details at close range, listen to and understand spoken information, read and understand written information, and communicate information verbally.
Ability to sit for long periods and use hands daily to type, file, and write or sign documents.
Ability to lift at least 20 pounds to move office supplies.

Nice To Haves

One year of work experience in a medical office setting preferred.
Knowledge of medical terminology preferred.
Completion of a recognized medical secretarial program preferred.

Responsibilities

Greet and professionally register incoming patients.
Handle incoming and outgoing communications concisely and pleasantly.
Prioritize appointment urgency according to company standard operating procedures.
Schedule patient appointments in the EMR according to standard operating procedures.
Obtain complete and accurate demographic and insurance information during patient registration.
Document all patient encounters in the appropriate sections of the electronic medical record.
Collect patient account balances and/or copayments as indicated, and accurately account for daily collections.
Respond to patient inquiries about basic insurance or billing questions.
Answer telephone calls promptly and courteously, take complete messages, provide appropriate information, and route callers properly.
Check phone messages hourly and return calls before lunch, midafternoon, and before leaving for the day.
Restock and maintain the assigned workstation and equipment in a neat and orderly manner.
Send appropriate records, calls, and messages to physicians.
Sort and route incoming faxes, including images, records requests, and refill requests.
Review incoming referral faxes; create referral charts, contact patients to schedule appointments, document appointments or messages, follow up when needed, and contact referring offices if unable to schedule.
Create new patient charts and ensure referrals and all records are in the chart before appointments; include primary care providers and referring physicians in all patient charts.
Make patient appointment reminder calls.
Send medical-records releases to referring physician offices, document requests, and scan requests into the EMR.
Provide courteous customer service and maintain composure when dealing with angry or irritated patients.
Problem-solve and anticipate issues.
Maintain the referral platform.
Perform other duties as assigned by management.