Temporary Patient Service Representative

Bastyr University • San Diego, CA

10d

About The Position

The Patient Service Representative (PSR) is responsible for scheduling appointments for numerous departments, verifying patient demographics, check-in/out, answering multi-line phones, insurance versification both online & over the phone, and collecting copays and amounts due at appointments and generating reports in a high volume, high phone call medical office. In supporting Bastyr’s mission, excellent customer service is a high priority. PSRs (Patient Service Representative) need to be reliable, self-motivated, enjoy working with people, handle stressful situations in a professional manner, and be detail oriented and punctual.

Requirements

• One year of experience - in a medical office with high call volume that includes using patient data systems to schedule patients, entering demographic and insurance information, entering visit charge and payment information, and generating reports.
• Familiarity of the basic philosophies of Natural Medicine and about various modalities offered.
• Must be able to write legibly, spell and alphabetize accurately, and have 10 key proficiencies.
• Must possess exceptional customer service skills and be able to prioritize needs quickly as well as multi-task.
• Phone skills must include maintaining great patience with a variety of callers and redirecting as appropriate.
• Excellent interpersonal skills including the ability to mediate situations between opposing parties, diffuse volatile situations, calm upset persons, and explain policies and procedures in a clear, understandable manner.
• Must be able to cashier quickly and accurately.
• Ability to use a multi-line phone system.
• Must possess the ability to remain organized and focused in a noisy and hectic environment.
• Must be able to function as part of a team.
• Ability to produce high quality work results that are accurate and error-free.
• Must possess technology skills and be experienced with computers, including basic skills in Windows and Excel.
• Must possess familiarity with Practice Management Software (EPIC preferred), particularly the ability to access patient demographic information and make changes, when necessary, as well as navigation, templating, and scheduling.
• Must be familiar with standard medical and natural medicine terminologies.
• Must also possess familiarity with health insurance.
• Ability to maintain confidentiality of information.
• Must be able to sit or stand in a stationary position and move about the inside of the office or building.
• Ability to constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• One year of customer service experience required.
• High School degree or equivalent experience required.

Nice To Haves

• Higher degree coursework preferred.

Responsibilities

• Respond to all inquiries regarding the clinic and provide general information about the modalities offered as well as general information.
• Provide appropriate referrals to other areas of the clinic, university, or other facilities.
• Schedule for all departments including Private Practice.
• Inform practitioners of updates to the schedule.
• Answer phones, ascertain caller needs including emergency situations appropriately.
• Check and respond to patient messages.
• Facilitate communications between practitioners and their patients.
• Acquire a thorough level of knowledge & information regarding specialty programs offered at the clinic and distribute such information to callers, as necessary.
• Understand and distribute information about Insurance billing, co-pays, and policy coverage.
• Verify patient insurance in Trizetto, Provider One, and One Health Port.
• Verify patient demographics, discount information, and insurance status in EPIC.
• Responsible for verifying accuracy and completeness of demographic forms and legally required informed consent forms.
• Cashier all patient transactions including EPIC payments.
• Balance transactions at the end of the workday, reconciling discrepancies and making appropriate changes to the posting records batch reports in EPIC.
• Assure confidentiality of all patient records or information according to HIPPA standards.
• Follow disposal guidelines for confidential patient information.
• Process all applications for Income Based Adjustments.
• Verify that applications are complete with secondary source documentation provided.
• Determine eligibility for Income Based Adjustments.
• General Epic templating includes reassigning provider templates when there are subs and adding notes to EPIC schedules.
• Refer contacts to appropriate in-house personnel when applicable.
• Monitor WELL (reminder call and text requests) and interpreter service requests.
• Assist in training new staff as needed.
• PSRs must handle upset patients, complaints, and inappropriate behaviors on the phone and in the waiting room.
• Assist with Billing and Medical Records tasks as needed.
• Assist Patient Services Supervisor with department duties and projects as needed.
• Performs other duties as assigned.

Benefits

• All regular employees (faculty and staff) who work at least 20 hours a week in a permanent position are full benefits eligible.
• These employees are eligible for health care benefits, retirement, flexible spending account plans, supplemental insurance, free tuition credits, and all paid leaves.
• Eligibility for the tuition credit benefits starts after 12 months of continuous employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees