Patient Service Representative

General Responsibilities:

Takes complete and accurate messages, schedules appointments, takes charge of all aspects of registering patients, answers all incoming calls, collects charges for the office visit.

Required Qualifications:

1. Accurate data entry skills

2. Excellent communication skills

3. Collection background

4. Minimum High School diploma or associate degree

5. Minimum 1-year ambulatory care medical office experience

6. Medical terminology, diagnosis coding and billing procedure knowledge helpful

Primary Contacts:

External:

Frequency:

1. Patients/Family Members

Constant

1. EDS/Insurance Companies

Daily

1. Sales Representatives

Daily

1. Community Based Organizations

As Needed

Internal:

Frequency:

1. Medical Clinicians

Daily

1. Medical Support Staff

Daily

1. Nurse Manager

Daily

1. Case Manager

Daily

1. Patient/Family Members

Daily

1. Other HC Staff

As Needed

Physical Effort/Environment:

General office environment. Must be able to operate PC, answer multiple incoming telephone lines, take accurate written messages, verify all insurance coverages and files. Moderate physical activity, walking, standing, sitting, bending, and stretching.

Work Schedule Demands:

Must be able to work evenings as scheduled. Occasional overtime may be required in the event of vacation time or staffing shortage.

Communication Skills:

Must have exemplary customer service skills, including professional telephone manner

in conjunction with excellent oral communication ability for all levels of client interaction.

Confidentiality of Information:

Must have exemplary customer service skills, including professional telephone manner in conjunction with excellent oral communication ability for all levels of client interaction

Significant Job Functions:

Clinical:

1. Correctly identifies appropriateness of appointment scheduling. Directs emergent needs to nurse manager for further triage.

2. Reviews clinician completed encounter sheet for appropriate completeness of form.

3. Prepares patient records for office visits, mounting labs, entering appropriate forms as needed.

Administrative:

1. Responsible for complete and accurate data entry of all information which includes patient registration, encounter billing information and changes in insurance information.

2. Responsible to ensure all charts and forms for the office visit is ready for the provider: i.e., encounter form, chart forms and appointment list.

3. Responsible for assisting in answering all incoming calls, taking accurate messages.

4. Assist in scheduling appointments and directing appropriate calls to the triage nurse.

5. Exits patient. Collects payments, obtains referrals to specialists and schedules upcoming appointments when necessary.

6. Provides reports of daily productivity, collection standing, and problem areas of the front desk to the Operations Director on a daily basis