Patient Services Rep (PSR)

Proliance Surgeons•Kirkland, WA

1d•Onsite

About The Position

The Patient Services Representative (PSR) represents the face of Proliance Surgeons and the first impression for our patients and their loved ones. The PSR acts as a liaison associate for patient appointments, accommodation, and access to the physician. This includes booking appointments including follow-ups, greeting patients, using appropriate medical terminology while verifying eligibility, processing necessary information to support that activity, and triaging with physicians and medical assistants on acute scheduling problems. This is an in-clinic phone-based PSR role supporting a high volume orthopedic office. Strong phone communication and typing skills are desired. Previous medical office experience is preferred.

Requirements

High School Diploma or the Equivalent
1-2 years relevant experience in public contact, preferably in medical office environment
Minimum 1-year front office or reception experience, medical preferred
Superior customer service
Great interpersonal skills; demonstrating patience, composure, and cooperation; working well with all patients, physicians and staff.
Adherence to all safety, risk management and precautionary procedures (OSHA/WISHA), including the consistent respect for confidentiality (HIPAA)
Use time efficiently, with attention to quality, detail, accuracy and completion
Willing and able to be flexible with working varied hours and dependable with attendance
Ability to remove oneself personally from given situations, remaining objective
Able to adapt to change, delays or unexpected events while maintaining a positive mindset
Clear oral and written communication
Ability to provide feedback to improve performance
Self-motivated; able to work independently, measure self against standard of excellence, overcome obstacles and challenges with little supervision
Ability to prepare records in accordance with detailed instructions
Must be able to type with speed and accuracy

Nice To Haves

Practice Management and experience (desired)
Strong phone communication and typing skills desired.
Previous medical office experience preferred.

Responsibilities

Provide exemplary customer service, both in person and on the phone.
Greet and direct patients, vendors, and visitors.
Schedule patient appointments, check in/verify information for established and new patients, confirm insurance/referral, and ensure consent forms and all patient information are up to date in practice management software and electronic medical record systems.
Answer a multiline phone system and screen calls as necessary.
Answer phones in a pleasant, timely manner, take messages, schedule patient appointments in accordance with office scheduling policies, and direct calls/messages to appropriate staff or physicians.
Identify payor source, verify insurance eligibility and financial status.
Enter personal health information and financial information into practice management system with a high rate of accuracy; comply with federal and local laws to ensure patient privacy.
Assist patients with check-in process, completion of paperwork or forms, when necessary.
Proactively communicate status of appointments, wait times, or cancelled or rescheduled appointments.
Review records for completeness, print necessary updates and put records in order.
Review physician clinic schedule for accuracy.
Collect and post co-pays, coinsurances, pre-payments and balances due on patient accounts.
Facilitate flow of patients by coordinating with medical assistants and clinical team.
Schedule appointments, conferences and meetings in person, as requested.
Schedule interpreters for patient appointments as needed.
Complete duties and assist others as directed.
Follow all policies as introduced during new associate On-Boarding, updated real time and outlined in Associate Handbook.