Senior Patient Services Representative

OrthoArizona•Scottsdale, AZ

About The Position

OrthoArizona is a large privately owned orthopedic and sports medicine practice serving the Valley, with more than 75 providers across 30 locations and in-house MRI capabilities. The organization focuses on patient care, research, technology, and recognizing its team members. The Senior Patient Services Representative supports patient-facing clinic operations and provides coverage at other clinics in the region for callouts and planned time off. The role serves as the primary trainer for new hires and mentors and trains patient services representatives on process improvements and updated policies and procedures. Duties also include patient registration and check-in/check-out, scheduling, payment collection, phone support, medical-record maintenance, and helping maintain patient flow and clinic operations.

Requirements

Knowledge of medical terminology.
Working knowledge of computer programs.
Excellent written and verbal communication skills.
Ability to understand and perform training on practice management software.
Ability to continue expanding knowledge of practice management software as updates occur.
Follow all Standard Operating Procedures.
Excellent customer service.
High school diploma or GED.
One year of medical office experience.

Responsibilities

Provide coverage at other clinics within the region for callouts and other planned paid time off.
Act as the primary trainer for new hires and mentor and train patient services representatives on process improvements and updated company policies and procedures.
Greet patients and visitors promptly, courteously, and helpfully, and respond to routine information requests.
Register patients, obtain prior authorization and eligibility and benefits information, scan patient identification and insurance cards, take patient photographs in the EMR, and confirm demographic information and paperwork for accuracy and completion.
Relay benefit information to patients.
Collect account balances, co-insurance, copays, deductibles, and self-pay estimates; prepare daily batches and deposits.
Interact with patients, family members, visitors, and healthcare team members; route questions and complaints to the appropriate department and keep patients informed.
Maintain efficient patient flow during check-in and check-out and check in outside vendors.
Schedule follow-up office visits or procedures, log no-show appointments, ensure proper authorization or valid referral documentation is included, and assist with scanning.
Maintain and organize the lobby area at the end of the day and lock up the clinic.
Answer, screen, and route phone calls promptly and courteously; create phone notes in the patient electronic medical record and provide information to patients as appropriate.
Maintain medical records.
Perform other duties as assigned.