Patient Services Representative

Job Summary

Under the direction of the Clinic Manager, Clinic Administrator, or Patient Services Representative Supervisor, the Patient Services Representative plays a key role in providing exceptional customer service to patients by greeting them warmly, answering any inquiries they may have, and ensuring they have a positive experience during their visit. The Patient Services Representative must have a strong attention to detail and the ability to multitask in a fast-paced environment. This position requires excellent interpersonal and customer services skills and must be courteous and helpful to everyone walking into a clinic. Supervisory Responsibilities: None

Essential Duties/Responsibilities

• Greet and assist everyone who walks in the door with eye contact and a smile, ensuring everyone feels welcome and cared for
• Register new patients and patients who have fallen out of care either in person or over the phone
• Gather all documents required for new patient registration, ensuring accurate patient demographics and guarantor information at every patient visit
• Identify patients who require program assistance and schedule patients with Care Coordinator Specialist for assessment and program enrollment
• Answer incoming calls within 3-4 rings and make patient calls in a courteous and professional manner
• Return voicemails by the end of the next business day
• Schedule patient follow-up appointments, confirm upcoming appointments, and reschedule as indicated
• Ensure that appropriate insurance is selected for services rendered for the date of the scheduled visit
• Check patients in and out for scheduled or walk-in appointments
• Ensure patients are empaneled according to provider of record and keep up to date with the provider's panel management
• Assist and encourage patients with signing up for MyChart
• Answer MyChart patient messages related to registration and/or appointment scheduling
• Assist patients using tablets or other devices to obtain demographic information required to establish electronic record as needed
• Run, review, and demonstrate understanding of insurance eligibility
• Scan all information pertaining to registration into EHR
• Monitor and respond to website inquiries requesting new patient information
• Collect and turn in Release of Information (ROI) to HIM department
• Collect applicable co-pays and outstanding balances at time of check in
• Keep track of daily incoming documentation for providers
• Follow up on no-shows and send out no-show letter as stated on no-show workflows
• Advise Case Manager or EIS Worker when patients indicate need for linkage to internal/external resources (when applicable)
• Keep supervisor informed of office equipment upkeep/maintenance
• Complete appointment confirmation calls for unconfirmed patients 24 hours prior
• Perform other duties as assigned

Required Skills/Abilities

• Ability to maintain recognized medical industry standards of high quality, client-centered services that are HIPAA compliant
• Proficiency in MS Office applications
• Computer expertise in database input
• Effective communication skills, both written and oral
• Excellent customer service skills
• Bilingual in Spanish/English, preferred

Education and Experience

• At least 1 year of experience in medical front office operations preferred - including but not limited to registration process, use of medical terminology, medical insurance, and referral authorizations
• Previous experience working with Electronic Health Records preferred
• Current BLS certification obtained through the American Heart Association or American Red Cross

Working Conditions/Physical Requirements

• Ability to lift 24 pounds
• Operates in an office setting at times and requires frequent times of sitting, standing, repetitive motion and frequent phone calls/conversations