UNIV - Patient Service Representative - College of Dental Medicine

Medical University of South Carolina•Charleston, SC

17h•Onsite

About The Position

The Patient Service Representative (PSR) reports directly to the Patient Service Representative Supervisor for their assigned clinic. Under general supervision, the PSR provides a high level of customer service while verifying and preparing documentation for the Dental Medicine EHR. This role facilitates the timely completion of the front desk registration process, telephone inquiries, scheduling, patient check-out process, and works closely with students and faculty to provide quality service and care to patients. Provides courteous and professional customer service to internal and external customers. The PSR understands and consistently follows the MUSC Standards of Behavior and completes all assigned annual training. They provide excellent customer service to all internal and external customers, maintain open communication lines, and understand Federal, State, MUSC Enterprise, University and CDM policies, procedures, and guidelines as it relates to their position responsibilities. Responsibilities include management of patient registration, updating all patient demographics at each visit, and obtaining signatures on required documents and consents as needed. They scan insurance cards and submit insurance verification forms to the Billing Office, and based on the assigned clinic, may be responsible for verifying insurance benefits prior to patient’s appointments. The PSR is also responsible for scheduling patient appointments using the planned appointment lists in the Electronic Health Record (EHR) system to ensure full schedules, confirming unconfirmed appointments by telephone, and completing contact notes in EHR. Depending on the clinic, Epic may also be used for scheduling. They collect, post, and reconcile payments for patients in the Dental Medicine EHR, collecting all payments due at point of service, posting them, and providing receipts. They discuss upcoming treatment appointments, financial responsibilities, and provide printed appointment reminders. Transaction notes must be entered in EHR documenting financial conversations and posting errors. Daily preparation and reconciliation of cash, check, and credit card deposits are also required. The PSR answers incoming phone calls using an assigned Avaya Agent login ID, manages incoming referrals, and maintains a neat and orderly reception and waiting area. They assist College of Dental Medicine’s Department Chairs, Faculty, Residents, Students, and/or Patient Care Coordinators with duties related to scheduling, patient care, and quality assurance, and assist with the student accountability program for attendance in pre-doctoral clinics.

Requirements

A high school diploma and two years work experience that is directly related to the area of employment.
A bachelor's degree may be substituted for the related work experience.
Some positions require a valid driver's license and good driving record; or correctable vision of 20/40 in both eyes, with or without conventional lenses, and physical qualifications in accordance with Federal Motor Carrier Safety Regulations, Section 391.41; or AAVMA certification.
Some positions require eligibility for bonding.

Responsibilities

Understand and consistently follow the MUSC Standards of Behavior and complete all assigned annual training.
Provide excellent customer service to all internal and external customers, maintain open communication lines, and understand Federal, State, MUSC Enterprise, University and CDM policies, procedures, and guidelines as it relates to their position responsibilities.
Manage patient registration, updating all patient demographics at each visit, and obtaining signatures on required documents and consents as needed.
Scan insurance cards and submit insurance verification forms to the Billing Office.
Verify insurance benefits prior to patient’s appointments, based on the assigned clinic.
Schedule patient appointments by using the planned appointment lists in Electronic Health Record (EHR) system to ensure the schedules are full.
Confirm any unconfirmed patient appointments by telephone.
Complete contact notes in EHR to document relevant information and attempts to contact patients about appointments in a timely and accurate manner.
Use Epic to schedule and manage patient appointments, based on the assigned clinic location.
Collect, post, and reconcile payments for patients in the Dental Medicine EHR.
Collect all payments due at point of service (Check in or Check out).
Post all payments in EHR and provide patient with receipt.
Discuss upcoming treatment appointments, financial responsibilities for future appointments, and provide a printed appointment reminder to each patient.
Enter transaction notes in EHR documenting any relevant financial conversations and all posting errors, refunds, etc.
Scan all necessary documents in EHR as attachments.
On a daily basis, prepare and reconcile deposits of cash, check and credit card transactions for assigned clinic area following all CDM guidelines and University policies and procedures.
Answer all incoming phone calls for your assigned clinic area using the assigned Avaya Agent login ID.
Manage incoming referrals for your assigned clinic using the EHR.
Maintain reception and waiting area in a neat and orderly fashion.
Assist the College of Dental Medicine’s Department Chairs, Faculty, Residents and Students and/or Patient Care Coordinators in any duty that relates to scheduling, patient care and quality assurance.
Assist with the student accountability program for attendance in the pre-doctoral clinics.
Perform any other duties as assigned by the Supervisor.