Patient Service Representative

Job Description

Job Description

Position Summary

The Patient Service Representative position performs administrative duties that may include patient service activities, including registration and scheduling. Interacts with providers, team members, and other departments to accurately support daily operations to provide an exceptional patient experience.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Interacts and communicates with patients and staff to enhance the patient experience and promote positive, welcoming work environment
• Collects and accurately enters demographic, clinical, billing and insurance information from customers or responsible parties to facilitate a seamless patient experience.
• Schedules patients following established policies and procedures to ensure accuracy.
• Proactively problem solves access issues that arise when scheduling to meet patient and provider needs that can include adjusting schedules to utilize unused time due to cancellations and to accommodate patient needs.
• Files, retrieves, or delivers patient information or records using current technology to facilitate timely patient care.
• Facilitates the flow of patient forms, patient letters, and data per department needs.
• Knows and understands when to expedite, escalate, and redirect issues and situations to other resources/departments.
• Observes legal and ethical guidelines to safeguard the confidentiality of patient and proprietary information.
• Assist with training and cross-training when assigned
• Attends and participates in department meetings
• General cleaning/disinfecting of reception areas, work areas and other clinic areas as needed
• Travel to additional sites when needed
• Assist other members of the organization with tasks as needed

Minimum Qualifications (Knowledge, Skills, and Abilities)

Education and Experience

• High School Diploma or equivalent
• Strong understanding of health insurance and revenue cycle preferred
• 1 year of Epic experience preferred
• Healthcare customer service experience preferred

Knowledge

• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Administrative - Knowledge of administrative and office procedures and systems such as word processing, managing files and records, designing forms, and workplace terminology.
• HIPAA – Knowledge of HIPAA regulations, clinic policy and the importance of maintaining patient confidentiality, including abiding by the minimum necessary access and disclosure.
• Education and Training - Knowledge of principles and methods for training, teaching and instruction for individuals and groups, and the measurement of training effects.

Basic Skills

• Active Learning- Understanding the implications of new information for both current and future problem-solving and decision-making.
• Active Listening- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Ability to work independently in high volume, fast-paced, multi-tasking environment.
• Learning Strategies- Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Communication – Communication is essential to this position. Communication will occur between all departments and positions to ensure proper patient service. This position requires the ability to understand written sentences and paragraphs in work-related documents, the ability to talk to others to convey information effectively and the ability to effectively in writing as appropriate for the needs of the audience.
• Interpersonal skills – including coordination, instructing, negotiation, persuasion, service orientation and social perceptiveness.
• Time Management skills- Managing one's own time and the time of others.

Technical Skills

• Troubleshooting- Determining causes of operating errors and deciding what to do about it.
• Must be able to work standard office equipment; computers, fax machines, copiers, printers, telephones, etc.

Work Context

Communication

• This position will require communication between all staff and departments.

Role Relationships

• This position plays an integral role supporting all clinic operations.

Responsibility for Others

• This position does not have direct reports.

Work Setting 

• Prolonged periods of sitting at a desk and viewing/using a computer
• Prolonged repetitive movements of hands, fingers, and arms for typing and/or writing during work shift
• Climate controlled office.

Work Attire 

• This position wears scrub pants and polo shirts that are provided.
• Closed-toe, professional foot ware required.
• A uniform jacket is provided
• A name tag is provided and required to be worn during working hours

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• This position requires communication with team members to finalize decisions that could impact the team and/or practice.
• Role will have periods of fast paced work as well as periods of slower paced work
• Ability to read and view fine print
• Ability to reach, stoop, and bend to retrieve files and supplies to complete tasks
• Must be able to lift, carry or otherwise move and position objects weighing 10-20lbs at times
• Continuous use of the telephone to verbally speak to insurance companies and patients
• Must be able to handle high-stress situations with multiple tasks having similar deadlines
• Prolonged periods of sitting at a desk and viewing/using a computer
• Prolonged repetitive movements of hands, fingers, and arms for typing and/or writing during work shift
• Possible exposure to sharp objects and instruments.
• Possible exposure to communicable diseases, hazardous materials, and pharmacological agents.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.