Patient Services Representative

Anderson Hills Pediatrics’ Expectations of all Employees Adhere to all Anderson Hills Pediatrics’ Policies and Procedures Conduct self in a manner that represents Anderson Hills Pediatrics’ core values at all times Maintain a positive and respectful attitude with all work-related contacts Consistently reports to work prepared to perform the duties of the position Meets productivity standards and performs duties as workload necessitates Primary Function Responsible for the collection of accurate demographic and insurance information from the patients to facilitate a successful patient revenue cycle. This is a highly visible position that is responsible for creating a positive first impression with patients, family members, and other visitors to the practice. Major Duties and Responsibilities Adherence to current HIPAA regulations and federal/state laws for patient protected health information (PHI) and/or medical record; adherence of all AHP policies/procedures as they pertain to patient PHI and the medical record; maintain strict confidentiality of all patient information Receive patients/families in a courteous and professional manner and notify staff of arrival by checking patient into the EMR Address patient/family questions or needs in a courteous and professional manner Verify patient demographic information by reviewing completed Patient Profile and/or updating information as needed Verify insurance information by reviewing/scanning current insurance card and comparing with information in the EMR Scan, and if necessary, sort scanned documents to the appropriate location of the patient’s chart Collect insurance co-pays and/or outstanding balances; if applicable, record payments on patient’s account Review next day scheduled appointments and prepare any necessary patient forms Schedule follow-up patient appointments by need and availability according to AHP scheduling guidelines Follow stated procedures for the batch each day Distribute patient forms and/or information and daily mail in a timely and accurate manner Answer all incoming scheduling calls in a courteous and professional manner Schedule patient appointments responsibly by need and according to AHP scheduling guidelines Set up interpreter services as needed for patients with language/developmental barriers Review daily cancellations and/or no-shows, document missed appointments, and reschedule patients as necessary Communicate changes in the daily schedule to appropriate staff members Reschedule patient appointments as needed for doctor changes in the schedule Regularly check the future scheduling voicemail and address messages and/or schedule appointments as needed Regularly check the AHP Portal Schedulers desktop for requests/messages and schedule or reply as needed according to AHP scheduling guidelines Review patient waiting list and offer appointment when openings occur in the doctors’ schedule Review forms received via the Patient Portal and forward to appropriate staff member Participate in quality improvement initiatives as needed Complete necessary training on topics including, but not limited to, care coordination, patient self-management, population management, and health literacy Attend monthly staff meetings and scheduled department meetings Other duties as may be assigned Principle Working Relationships Works closely with patients in preparation for visit and assists in making the visit a pleasant experience Works with other employees as needed Qualifications Experience: 2-3 years of customers service preferred Experience: 2-3 years of medical office experience preferred Essential Skills and Abilities Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with physicians, other employees, and patients Excellent critical thinking skills; exhibit sound judgment in decision making Excellent communication (both oral and written) Demonstrate strong customer service skills, including the ability to use appropriate judgment, independent thinking and creativity when resolving customer issues Initiative and ability to work independently, lead/work in teams, and dealing persuasively and effectively with all levels throughout the organization Ability to manage multiple projects in varying stages of development; excellent problem-solving skills and attention to detail Must be able to receive constructive criticism and react quickly to change Ability to balance and shift multiple priorities Working Conditions Works in clinical areas as well as throughout the facility Sits, stands, bends, lifts and moves intermittently during work hours #J-18808-Ljbffr