PSR III Front Office

Northeast OB/GYN•San Antonio, TX

12d

About The Position

The PSR III Front Office role supports patient-facing and administrative operations in a medical office. The position greets and checks in patients, handles paperwork and patient records, manages calls and other communications, schedules appointments, and coordinates with clinicians and staff. It also supports chart preparation, insurance eligibility checks, medical-record requests, payments and daily financial processing, diagnostic orders, referrals, mail distribution, and general office coverage. The role may float among scheduling, check-in, check-out, switchboard, and medical-record duties.

Requirements

High school diploma or General Equivalency Diploma (GED).
Type 30 words per minute.
Reliable transportation for travel between offices.
Knowledge of medical-practice protocols related to front- and back-office operations and appointment scheduling.
Knowledge of manual and computerized scheduling systems.
Knowledge of customer-service principles and techniques.
Current health records with appropriate immunizations for healthcare work, including hepatitis B and tuberculosis, may be required.

Responsibilities

Greet patients promptly, acknowledge them by name, notify appropriate staff of their arrival, provide required paperwork, and provide appropriate forms when they leave.
Scan and file current copies of patients’ insurance cards and driver’s licenses.
Review with patients whether medications were sent to a pharmacy and identify the pharmacy, when applicable.
Use customer-service techniques to interact with patients calmly and pleasantly.
Answer incoming calls promptly and in the order received through the scheduling telephone queue; review and respond daily to voicemail, patient portal requests, and emails; return calls before lunch and at the end of each day.
Transfer calls to the appropriate extension after determining where they should be directed; confirm understanding by repeating critical information and paraphrasing patients’ statements; reassure callers that messages will be returned within four hours when a call goes to voicemail.
Schedule appointments using the computerized system and scheduling guidelines, matching clinician availability with patient preferences. Schedule by phone or through the Patient Portal as requested, enroll patients in the portal, and follow urgent or emergency protocols for after-hours or one-day appointments when offered.
Communicate with clinicians, medical assistants, staff, and other physicians about patient delays, issues, and records; consult the Administrative Manager about problems.
Prepare patient charts before visits, including applicable forms, and have charts ready for check-in the day before appointments, including add-on appointments.
Prepare surgery charts and ensure they contain the required forms and instructions.
Check patient eligibility and verify Medicaid through TMHP and HMO websites; save eligibility information as a chart note.
Review and scan records to ensure forms are complete, correctly identified and signed, and filed under the correct document type and patient chart. File fax-server materials, ICS batches, and ultrasound reports as well.
Provide records requested for legal actions in accordance with patient consent and confidentiality protocols; follow up with physicians to ensure timely processing; comply with Texas Medical Board rule §165.2 regarding medical-record release and charges.
Collect OB monthly payments, copays, deductibles, surgery deposits, and past-due balances as needed; provide receipts in print or through the Patient Portal; document non-payment and send a task to the business office; and explain unpaid balances to patients.
Post charges and payments in the computer system, balance collected funds against system entries, make the daily deposit when applicable, close and post batches at day’s end, and process pending charges in the holding tank, including ICD-10 and CPT coding.
Use computer programs to update and complete diagnostic orders and tabulate and analyze data to support patient care, meaningful-use stages, surveys, and research studies.
Process ACOG’s, referrals, and continuity-of-care documents (CCD) for other providers and hospital facilities in a timely manner.
Float throughout the medical office and perform duties including scheduling, check-in, check-out, switchboard, and medical-record tasks.
Process, separate, and deliver incoming and outgoing internal office mail and post-office mail to the appropriate physicians or staff daily.