Patient Service Representative

DESCRIPTION

The Patient Service Representative (PSR) serves as a representative of the company in patient, guest, and referring provider interactions. They will create an environment that provides spectacular service by facilitating a seamless patient registration process. PSRs will: determine the patient check-in status, verify & scan insurance and ID cards when required, collect time of service payments if applicable, update & scan paperwork to the medical record as needed, and update the patient's status in Crystal to indicate the patient is ready for their exam to begin. Additionally, PSRs must assist with answering the phones and supporting the office operations staff to ensure a spectacular patient experience.

Essential Functions

1. Provides a friendly and warm greeting to all, including patients, providers, and guests.

2. Answers inbound calls to the office for questions, payments, or scheduling.

3. Checks scheduled patients in/out and ensures proper documentation is received from the patient.

4. Obtains patient consent to receive electronic notifications (SMS and/or email).

5. Listens to patient, provider and any customer complaints. Communicates to Patient Services Lead and/or HR/Office Manager as needed.

6. Ensures accurate data entry for patient registration.

7. Assists with medical records as needed.

8. Manages workflow: including daily schedule, report delivery queues and collection of patient demographics.

9. Stays up-to-date on known carrier related issues and is able to identify carrier specific concerns, (i.e. out of network, specific plan limitations, etc.)

10. Monitors schedule and ensures all data, attachments, history, etc. have been done before exam is completed.

11. Reschedules and cancels appointments as needed/directed (receives incoming/outgoing calls to patients).

12. Monitors waiting room to avoid extended wait time and assist patients as needed.

13. Requests orders and process new/same-day requests.

14. Responds, completes and forwards medical records to appropriate department when requested. Scans and emails all billing paperwork (request for insurance updates, refunds, etc).

15. Maintains cash box and manages deposits per handling policies.

16. Collects co-pays, private pay, and any billing expenses as needed.

17. Reviews and enter patient surveys.

18. Notify when supplies for office, waiting room, etc are needed.

19. Other duties as assigned.


REQUIREMENTS

Chapel Hills Vision Clinic is dedicated to helping patients in Colorado Springs, CO, see clearly and comfortably. Our team provides personalized eye care with attention to detail and genuine concern for your well-being. Whether you need a comprehensive eye exam, new glasses, or treatment for ongoing conditions, you can count on us to deliver exceptional service.