Position Summary :
The Patient Service Representative (PSR) is responsible for scheduling appointments for numerous departments, verifying patient demographics, check-in/out, answering multi-line phones, insurance verification 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.
Essential 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, and 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.
- Refer contacts to appropriate in-house personnel when applicable.
- Monitor ARTERA (reminder call and text requests)
- 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.
- Performs other duties as assigned.