Job Title: Patient Services Representative

Department: Oncology Services (Breast Imaging Center)

Position Summary: Primary patient facing role to greet and assist patients on phone or in person at front desk. Provides clerical and administrative support/duties, including phone coverage/triage/response, while handling high volume of patient coordination, including registration, insurance verification, updating records and complex scheduling. Cross coverage required.

Requirements:

Education: High School Diploma or equivalent Skills: Knowledge of Medical Terminology, strong interpersonal skills; demonstrates the ability to handle multiple tasks; demonstrates the ability to prioritize and organize work, completing assignments in a timely and accurate manner. Experience: 1 yr experience in a clerical role or healthcare environment

Essential Functions of the Job:

* Answers telephones properly, courteously, and tactfully with the public, physicians, outside businesses, and other departments. Directs calls to the appropriate party and transfers when appropriate. Takes complete and accurate messages.
* Responds to phone messages in a timely manner.
* Facilitates patient appointments and referrals in a timely, efficient and friendly manner.
* Registers, pre-certifies and schedules patients accurately and in a timely manner.
* Verifies patient's eligibility of insurance utilizing assigned tools and resources, updates demographic and insurance as needed and copies information into the patient's account.
* Obtains demographic and insurance information from patient in a pleasant, efficient manner and inputs data accurately into the patient management system.
* Prepares or assists patients to acquire financial estimate of the anticipated price for the services to be rendered prior to the performance of services and communicates the information to the patient.
* Processes and maintains all patient schedules for area of responsibility, runs schedules daily, forwards to appropriate departments and/or individuals in a timely manner. Communicates schedule changes as needed.
* Provides general reception duties including: greeting and assisting customers in a timely and courteous manner with a willing and helpful attitude.
* Engages patients who have been waiting past their appointment time notifying the patients of any delays.
* Collects all current and past-due patient responsibility balances (i.e., co-payment, deductible, coinsurance, self-pay balances, bad debt balance) prior to services being rendered.
* Performs daily reconciliation, balancing and cash out procedures.
* Provides superior customer service focused on professional and effective communication with patients and co-workers.
* Prepares the next day's work for all scheduled patients to include the financial estimate of the patient responsibility balance.
* Shares responsibility/accountability for work with team members
* Completes work within authorized time to ensure compliance with department standards.
* Understands the impact of actions, attitudes, and the patient's perception as it relates to overall customer satisfaction and be self-aware of how your role affects the customer's experience.
* Initiates IT work tickets to resolve equipment or system related issues.