Senior Patient Service Representative

Westchester Medical Center•Valhalla, NY

13d

About The Position

The Senior Patient Service Representative greets and assists patients in person, by phone, and through electronic correspondence. The role supports scheduling, patient information updates, check-in and check-out, and communication of patient suggestions to management. It also serves as a liaison between patient service representatives and management, and includes managing, training, and educating patient service representatives to improve their performance and skills.

Requirements

At least two years of customer service and/or medical office experience.
High school diploma or equivalent.
Proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

Nice To Haves

Associate degree from an accredited institution.
Bilingual English/Spanish ability.

Responsibilities

Greet arriving patients, verify appointment information, and notify nursing staff according to policies and procedures.
Register new patients and help them complete required forms.
Verify and update demographic, financial, and clinical patient information in the EMR system.
Scan completed forms, identification, and insurance cards into patient document folders.
Schedule future appointments according to procedure type, time requirements, and provider schedules.
Receive, screen, and route calls as appropriate, using the triage system for patient-related calls according to triage procedures.
Perform Surgical Scheduler functions when needed and requested by management.
Initiate, issue, and verify patient referrals.
Initiate and receive insurance authorizations and pre-certifications as necessary.
Accept payments, issue receipts, and reconcile the cash drawer daily.
Monitor patient flow from the lobby to exam rooms and help ensure patients are seen in a timely manner.
Communicate with patients about delays in care.
Provide translation for non-English-speaking patients, families, and staff if bilingual.
Create correspondence for patients who miss appointments, according to policy and provider requests.
Accept deliveries of medical and office supplies and mail.
Perform general office duties, including document preparation, scanning, mailing, and filing.
Manage, train, and educate patient service representatives to improve performance and skill levels.
Maintain a professional appearance and a clean, safe environment.
Respect patient rights and maintain confidentiality.
Use technology, including specialized software as applicable, to maximize productivity.
Develop and maintain electronic files as necessary.
Provide customer service, assist other support staff, collaborate with internal leadership, management, and staff, and work with outside clients, vendors, and other external parties.
Perform other duties as assigned.