Patient Service Representative

Job Description

Job Description

PURPOSE:

Responsible for greeting customers, answering phones, providing instructions as necessary. Responsible for scheduling patient appointments in an efficient and timely manner, communicating with departments. May perform a variety of secretarial type duties for our Physicians.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greets customers in a polite, prompt, helpful manner and provides any necessary instruction or direction to them.
• Obtains, verifies and updates patient information, collects co-pays and other payments, provides any necessary forms needing completion and obtains signatures as necessary. Reconciles payments each day.
• Communicates with other billing or medical staff as needed for appropriate patient support either verbally or via computer.
• Answers phone in pleasant manner, screens calls, takes messages and provides information, dealing with customer needs expeditiously.
• Maintains Provider’s schedules. Accurately arrives patients when presenting for an appointment and responsible for booking, coordinating and rescheduling patient appointments. This may also include scheduling other appointments such as trial depositions and other meetings for a Physician.
• Assists with referral coordination by pt. instruction and direction, as well as entering and attaching appropriate insurance referrals to appointments. 
• Attends meetings as required.
• Maintains a clean, organized work area .
• Supplements office staff as reception tasks permit by assisting with photocopying, computer input/typing, scheduling, scanning and faxing.
• Rotating schedule for phone room operator
• Rotating schedule for late shift-8:30-5:00 all locations
• Rotating schedule for early shift as needed-7:00-3:30 all locations
• Rotating schedule to cover any shift and location as needed

OTHER DUTIES AND RESPONSIBILITIES:

• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• This position does not have supervisory responsibilities.

KNOWLEDGE/SKILLS/ABILITIES:

• Knowledge of customer service concepts and techniques
• Knowledge of health insurance policies and requirements
• Knowledge of how to use office equipment including phone, computer.
• Knowledge of medical terminology, organizational policies and procedures
• Knowledge of grammar, spelling and punctuation to type patient correspondence 
• Knowledge of basic arithmetic to make calculations, balance and reconcile figures, and make change accurately.
• Skill in verbal and written communication
• Skill in customer service principles by creating a pleasant atmosphere for patients
• Skill in answering the telephone in a pleasant and helpful manner and using a multi-line telephone system.
• Skill operating a computer and copy machine.
• Ability to speak clearly and concisely
• Ability to read, understand and follow oral, and written instruction.
• Ability to establish and maintain effective working relationships with patients, employees and the external agencies.
• Ability to handle multiple projects simultaneously and set priorities
• Ability to work effectively with staff, patients and external agencies.

 

EDUCATION:

• High school diploma or GED.

EXPERIENCE:

• Minimum of two years experience in customer service setting, preferably one year receptionist experience in a medical office. Knowledge of medical terminology.

 

PHYSICAL/MENTAL DEMANDS:

• Work requires hand dexterity for telephone and office machine, computer operation, sitting for extended periods of time and mobility to complete errands.
• Manual dexterity for using a computer keyboard. 
• Involves frequent contact with staff and patients.
• Work may be stressful at times. Contact may involve dealing with angry or upset people.

 

WORK ENVIRONMENT:

• Work is performed in a well-lighted, well-ventilated office environment.
• Involves frequent face to face and telephone contact with patients and may be stressful at times.
• Interaction with others is constant and interruptive.

 

HUMAN RELATIONS:

• Interacts extensively with employees within the Company.

MATERIALS AND SPECIAL EQUIPMENT USED:

• Computer, mouse, telephone, printer.
• Computerized billing system.
• Spreadsheets, word processing, databases and fax use.

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