Senior Patient Services Representative

OrthoArizona•Scottsdale, AZ

About The Position

The Senior Patient Services Representative supports patient services operations at OrthoArizona clinics, including providing regional coverage for callouts and planned paid time off. The role serves as the primary trainer for new hires and mentors and trains patient services representatives on process improvements and updated company policies and procedures. The representative greets and assists patients and visitors; registers patients and verifies authorization, eligibility, benefits, demographics, and paperwork; communicates benefit information; and collects account balances and other payments. The role supports patient flow, directs questions and complaints to appropriate departments, schedules follow-up visits and procedures, handles calls and electronic medical record phone notes, maintains medical records, and helps keep the clinic lobby organized and secure at the end of the day. Other duties may be assigned. OrthoArizona is a 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 describes its priorities as best-in-class patient care, research and technology, and recognition of team members.

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 planned paid time off.
Serve 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 requests for information.
Register patients, including obtaining prior authorization and eligibility and benefits information; scanning patient ID and insurance cards; taking patient pictures in the EMR; and confirming demographics and paperwork are accurate and complete.
Relay benefit information to patients.
Collect patient 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; direct questions and complaints to the appropriate department; keep patients informed; maintain efficient check-in and check-out flow; 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 and route 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.