Patient Services Representative

University of Colorado•Aurora, CO

63d•Onsite

About The Position

The Patient Services Representative is responsible for providing efficient, effective, quality customer service through a variety of duties including, but not limited to, patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management. Complies with established company policies and procedures, HIPAA Privacy Rules and University of Colorado School of Medicine Confidentiality Policy. This position ensures clear and timely communication including patient appointment status to clinical department(s). The Patient Services Representative also assists in overall department work that may include overflow from other departments and/or locations.

Requirements

Three (3) years of patient/client-facing experience.
Ability to communicate effectively, both in writing and orally.
Ability to establish and maintain effective working relationships with employees at all levels throughout the institution.
Outstanding customer service skills.
Ability to maintain a professional demeanor and positive attitude with clients, employees, and management.
Ability to work individually and as part of a team.
Ability to read, analyze, and interpret policies, documents, and regulations.
Detail-orientated with excellent organizational skills.
Ability to understand, apply, and benefit from technology as well as learn new computer applications when necessary.
Ability to work within large, complex healthcare systems.
Ability to maintain confidentiality by phone or in writing.
Ability to keyboard/type, write legibly, and accurately record information.
Ability to analyze and interpret data.
Ability to organize workflow with particular focus on tracking patient care and improving patient flow.
Strong interpersonal skills with the ability to deal calmly and courteously with people and stressful situations.
Ability to manage time and finish tasks in a timely manner.
Strong work ethic with the ability to follow oral and written instructions and established procedures.
Ability to multitask efficiently and effectively while maintaining accuracy, consistency, and quality control standards.
Ability to perform basic filing, office procedures, and word processing.
Ability to adhere to all policies and procedures, including but not limited to standards for safety, attendance, punctuality, and personal appearance.
Understanding of patient registration and insurance processes.
Understanding HIPAA practices and patient confidentiality.
Must be able to travel to alternate locations assigned.

Nice To Haves

Medical office experience.
EPIC experience.
MS Office experience.
Bilingual in Spanish/English.
Professional customer service experience.

Responsibilities

Acknowledges and welcomes patients and visitors; sets the tone for a positive experience.
Checks patients in and out for appointments, schedules follow-up appointments at time of discharge.
Monitors healthcare provider schedules daily to ensure that all open appointment slots are filled same day and schedules are free of roadblocks.
Reviews the Daily Appointment Report three to five days in advance for patient appointments to ensure referral accuracy.
Verifies patient and insurance information, while accurately documenting necessary modifications into the Electronic Health Record (EPIC).