Patient Service Representative - Lab

Summit Health CityMD•New Britain, CT

About The Position

The Patient Service Representative is the first point of contact for patients and supports patient care and clinic flow by greeting, checking patients in and out, gathering information, registering patients, and retrieving orders from the EHR or LIS. The role helps meet patients’ health care, safety, and comfort needs while following applicable regulatory, state, and company standards, policies, and procedures. The representative maintains effective relationships with patients, coworkers, physicians, and the public, and coordinates with other departments as needed. The position reports to a Team Leader, Clinical Supervisor, or Practice Manager/Director. Work may be at any facility based on operational needs, and the schedule may vary. Travel to practice locations may be required.

Requirements

High school graduate or equivalent.
Good computer and math skills.
Detail-oriented, with good interpersonal and customer service skills.
Ability to work effectively and professionally under pressure.
Ability to work as part of a team and share responsibilities and duties.
Ability to resolve interpersonal conflicts in a straightforward and timely manner.
Ability to set priorities, stay organized, and work as a self-starter.
Ability to communicate adeptly and interact in a friendly and empathetic manner.
Ability to treat staff and patients with respect.
Ability to drive, hold a valid driver’s license, and use reliable personal transportation if travel to various practice locations is required.
Ability to walk, stand, and sit; lift and carry equipment up to 30 pounds or provide physical assistance to patients.
Speaking and hearing ability sufficient for effective communication by phone or in person at normal volumes; adequate vision to read correspondence, computer screens, and forms; and good manual dexterity.

Nice To Haves

At least six months of health care experience or other relevant office experience.
Knowledge of medical or laboratory terminology.
Knowledge of third-party billing.

Responsibilities

Register new and established patients accurately, including entering demographic and insurance information in the EHR.
Determine whether a visit involves an accident, injury, or other billable service and collect applicable Workers’ Compensation or auto insurance information.
Review required EHR fields and ensure minimum data set information is current at each visit.
Confirm patients’ current lab orders in the EHR and identify which orders they are visiting to have drawn.
Maintain requisition orders to support accurate and timely patient processing; contact the physician’s office if a patient has no current orders.
Check patients out in the EHR when required.
Scan paperwork into the patient’s medical record, maintain confidentiality, and scan and update insurance cards.
Respond to patient questions, investigate them, and communicate answers as appropriate.
Receive and distribute mail, if applicable.
Answer incoming calls and triage them; follow policies and procedures during telephone and in-person interactions to ensure patient care needs are met.
Attend required monthly staff meetings and participate in front-office training.
Coordinate communication and information with other departments as necessary.
Maintain patient confidentiality in accordance with HIPAA and company compliance and privacy manuals.
Adhere to OSHA regulations.
Perform other clinical and administrative duties and other duties as requested.