Patient Services Representative

Position: Patient Services Representative (1.0 FTE)


Department: Patient Services


Reports to: Patient Services Manager/PSR Manager


FLSA: Non-Exempt

Position Summary:

The Patient Services Representative (PSR) performs business office functions related to patient visits in the areas of call center, appointment scheduling and/or front desk patient reception/registration.

Principle Duties and Responsibilities:

• Answer incoming calls in a professional, pleasant manner and dispatch appropriately
• Retrieve messages from answering service and distributes messages to the appropriate party
• Schedule appointments for all ECOW locations to include reschedules due to schedule changes
• Retrieve information and process tasks from the electronic medical record system, including to-do items, call-backs, etc.
• Send letters to patients and medical facilities as appropriate
• Process returned mail
• Greet and register patients at reception desk, collect/verify/maintain patient demographic and insurance information
• Answer basic billing and insurance questions, post self-pay charges, personal payments, balance cash drawer and prepare bank deposits
• Monitor physician schedules and ensure all doctors are scheduled accurately according to guidelines
• Open and close clinic per department rotation schedule
• Process medical record releases according to guidelines for release of protected health information
• Ability to respond to both external and internal customer needs in a timely manner
• Develop and maintain positive working relationships with other employees throughout the clinic
• Represent the department in a positive and professional manner
• Other duties as assigned

Work Relationship and Scope:

Patient Services Representatives report directly to the Patient Services Manager.

Knowledge, Skills, and Abilities:

• High School diploma with 1-2 years customer service experience
• Demonstrates knowledge of proper, efficient use of office equipment, working knowledge of Microsoft Office
• Ability to work in a fast-paced medical facility while adhering to HIPAA compliance regulations
• Ability to respond to both external and internal patient needs in a timely manner
• Ability to travel to other ECOW locations when necessary
• Excellent communication skills to interact with patients and internal staff
• Adapts well to change and is open to new ideas and lean initiatives
• Ability to work in a team environment and help others as necessary

Work Conditions:

Work is primarily performed at the main clinic; 800 N. First Street, Wausau, WI. Travel to satellite locations is required at times. Hours of work will be dependent on the needs of the Clinic. Requires the ability to sit or stand for extended periods of time. Occasional lifting (30 pounds), bending, stooping, pushing, pulling, and climbing stairs is required.

Acknowledgement:

This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. All requirements are subject to change over time. Reasonable accommodations will be made for those individuals with a disability.