Patient Account Representative (31957)

Position Summary:

You are the voice of the practice. You need to be able to handle the patient's needs with grace and efficiency ensuring accuracy at all levels of contact. This role is responsible for the day-to-day interaction between outside customers (patients and physicians) and Urology Associates to ensure consistent and compelling customer experiences. Representatives on the team will interact with internal and external customers in a friendly, helpful and professional manner.

Contacts:

Interacts with all levels of the URA business organization, outside physician offices, all entities wish to connect with Urology Associates.

Job Responsibilities:

• Responsible for the handling of inbound and outbound communications with external customers regarding in office appointments to include all in office procedures in a friendly, helpful and professional manner, including triaging calls to appropriate staff.
• Provides proper documentation in client and patient records, update patient demographic information at each encounter. Inform referral coordinator and nursing staff when authorizations are needed and/or medications are required for patient visit. Ensure that appointment type is entered correctly for follow up by referral coordinators.
• Must be able to consistently meet excellent quality requirements and follow all required client interaction components as outlined in departmental SOP's and protocols.
• Ensure that HIPAA regulations are followed at all times.
• Enter all demographic and insurance information accurately and completely.
• Schedule patients for new consults, in office procedures, or follow-up appointments accurately.
• Distribute patient education as required and test/lab order slips as needed.
• Ensure patient has contact information for procedures/tests to be scheduled.
• Review your email multiple times throughout the day.
• Perform Tasks assigned by supervisor, including but not limited EHR Portal, bump lists, Leading Reach referrals, etc.
• You are a team and must work cooperatively with your co-workers.
• Under the supervision of the supervisor, work with coworkers to ensure daily completion of responsibilities, assigning tasks as needed.
• Assist supervisor with additional tasks as delegated.
• Other duties as assigned.

Qualifications:

• High school degree or GED required.
• 1-3 years medical call center experience.
• Computer skills required.
• Excellent interpersonal skills working well within a team setting.
• Strong organizational skills with the ability to handle conflicting priorities.
• Strong communications skills, both oral and written.
• Ability to demonstrate outstanding customer service.
• Strong analytical and problem-solving skills.
• Phreesia experience preferred (not required)
• Veradigm (Allscripts) PM and EMR system experience preferred (not required).

Physical Requirements:

Strength

Required to push/pull, lift light objects less than 50 lb.

Manual Dexterity

Required to perform simple motor skills and manipulative skills such as typing and writing.

Mobility

Required to sit for long periods of time.

Visual Discrimination

Required to read computer screen.

Hearing

Required to hear normal sounds with some background noise when answering phones.

Mental Requirements:

Able to process great amounts of information, apply strong problem-solving skills and exercise good judgment. Ability to multi-task.