Patient Services Representative – Quincy, Taunton, Attleboro

The Patient Services Representative is the first point of contact and is responsible for answering calls, greeting and registering patients who present for service. The Patient Services Representative will obtain all necessary demographic and financial information to complete the patient registration process to ensure legal and accurate billing and medical record input and schedule appointments or answer patient inquiries. Responsible for obtaining all appropriate authorizations and/or referrals; collecting Point of Service payments as appropriate and accurately recording payments. The Patient Service Representative will serve as a point of contact in partnership with other internal and external departments to foster and promote an environment of patient comfort and trust.

Core Responsibilities

• Manage calls, inquiries, and appointment schedules to ensure quality and timely patient customer service.
• Collect mandatory patient information to ensure accurate demographic entries.
• Coordinate patient information collection related to Sliding Fee Scale program.
• Obtain needed insurance referral and/or authorization for services.
• Verify current patient insurance eligibility and benefits to ensure accurate and timely remittance.
• Responsible for scanning of documents, consults, letters and other written materials that need to go to Medical Records.
• Connect patients to Navigators/Financial Counselors to assist with financial concerns or inability to pay.
• Ensure accurate and timely information exchange with clinical staff.
• Encourage patients to register for Patient Portal and assist with the process.
• Disseminate and collect patient satisfaction survey and/or other data for routine reporting.
• Maintain patient waiting areas and front-desk areas in a manner that is organized, neat and clean.
• Maintain signage and clarity of information displayed in reception area.
• Monitor audio or visual images for appropriate programming and volume levels to ensure a non-intrusive and calming environment.
• Inform patients of any existing balance noted in their account.
• Exercise problem-solving and conflict resolution skills when handling patient complaints; refer patient complaints to appropriate designated personnel as needed.
• Attend scheduled department staff and clinical meetings.
• Practice confidentiality and privacy protocols in accordance with Manet policies and HIPAA requirements.
• Act as a liaison between the patient and other areas to ensure optimal flow and service delivery.
• Must be flexible in work schedule and location, as work hours and location may vary based upon business needs.
• Must possess reliable transportation as travel to, from and between work locations may be required.
• Perform other duties as may be required.
• Check out, schedule necessary follow-up appointments.
• Provide patients with any relevant educational materials / patient care summary as indicated.
• Contact the appropriate departments when repairs or services are needed and follow through on these tasks.
• Monitor and support patients and visitors entering and leaving the practice.

Critical Demands of the Job

• Manage multiple requests and prioritise appropriately.
• Ability to function in a fast-paced setting with a variety of patients and staff.
• Attention to details and prompt follow-up.
• Includes walking and standing for long periods of time, sitting for short periods of time, hand dexterity, clear hearing and speaking ability.
• Must be able to lift a maximum of 1/3 of their body weight.
• Excellent organisational and interpersonal skills.

Minimum Skills, Experience and Educational Requirements

• High School Diploma required. Associate’s Degree Preferred.
• Minimum of 2-3 years’ relevant work experience in customer service or related field, preferably in a medical or health care setting.
• Should have familiarity with health insurances, managed care requirements and state assistance programs.
• Must possess excellent interpersonal and communication skills.
• Must be able to read and write English.
• Requires great attention and ability to exercise sound judgement.
• Ability to listen effectively.
• Requires demonstrated proficiency with computers and data entry.
• Commitment to service excellence is a must.
• Bi-lingual/Multi-lingual a plus. Cantonese, Mandarin, Arabic, Portuguese or Spanish language skills preferred.

Working Conditions

Works in well-lit environment with comfortable surroundings. Stressful at times due to competing demands, including attention to multiple patients and staff.

Required Availability

May be required to work a rotating schedule as the department requires. This includes evenings, holidays and weekends.