Patient Service Representative

Patients Services Representatives (PSRs) coordinate across the patient care continuum by being the first and most frequent contact with patients, families, providers, and office staff. PSRs assist in coordination of care by serving as patient and provider advocates by answering all specific questions while educating and guiding patients through the complicated process of healthcare. PSRs also follow up on calls by completing research, solving problems, and contacting various parties to implement solutions. The role of PSR focuses on problem solving, patient advocacy, education, and guidance by meeting the patient’s needs and preferences for quality health care. This is accomplished by delivering proactive, planned, and coordinated evidence-based care. The PSR will report to and receive supervision from the Director of Operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for check-in and check-out of all patients, ensuring complete and accurate patient information, entering billing/encounter information into the corporate practice management system accurately and timely, collecting co-payments, deductibles, etc., from patients, and collecting billing information for all payer types.
• Provide new and/or established patients with all forms that must be completed or updated to ensure accurate patient demographic, insurance, financial (Sliding Fee Scale), and UDS information.
• Greeting patients in a professional and courteous manner to ensure excellent customer service and satisfaction.
• Answering telephone calls in a professional and courteous manner and directing phone calls to the appropriate staff member.
• Scheduling patient appointments (to include follow-up visits) for individual location(s) in a timely manner and in accordance with corporate production goals.
• Verifying and obtaining all information from the patient regarding demographic, insurance, and financial (Sliding Fee Scale) is accurate.
• Establish medical/dental record for all new patients.
• When computer systems are down, retrieve patient medical records for patient visits and provide to the appropriate medical staff.
• Run and balance corporate practice management system end-of-day charge report totals only when the computer system is down.
• Complete daily report form for appointments, production, charges, monies collected, batch report totals, drawer start-off, and petty cash along with corporate practice management system end-of-the-day receipt report totals to the Billing Manager at the close of each day.
• Open and distribute mail.
• Fax patient correspondence to outside entities from providers.
• Cover vacancies for Billing and Call Service Representative positions during vacations, sickness, or vacant positions.
• Assist with purging of Medical and Dental records as directed.
• Complete daily deposit slip(s).
• Assist billing department in research and follow up on all denials for payment.
• Provide back-up for call center including appointment scheduling.
• Responsible for ordering office supplies and keeping work area clean and neat.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High School graduate with two years of Medical or Dental clinic front desk operations experience.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS:

Ability to apply basic concepts of mathematics and computations.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

COMPETENCY/SKILLS REQUIREMENTS:

Competency required in the areas of communication, excellent verbal and written skills. Use of computer skills to include Microsoft Word and Excel.

CERTIFICATES, LICENSES, REGISTRATIONS: None

OTHER SKILLS AND ABILITIES:

Familiarity with effective use of computerized accounting/billing systems. Must be able to use other equipment such as a fax, copier, scanner, and calculator. Good organizational skills and the ability to perform numerous tasks simultaneously in a fast-paced office environment.

PHYSICAL/MENTAL DEMANDS:

The physical/mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear, sit, and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, climb, balance on two feet, stoop, kneel, crouch, or reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.