Patient Service Representative I

Summary

The Patient Service Representative I is responsible for preparing charts for patient visits, including but not limited to: updating and/or entering patients in practice management system, copying insurance card and verifying insurance coverage. PSR I is responsible for notifying the clinical staff when a patient has arrived. In addition, the PSR I answers multi-line phones, taking messages or transferring calls when appropriate.

The PSR I schedules patient appointments, handles collection/billing activities while providing efficient office support, teamwork and outstanding customer service.

Responsibilities and Duties

Patient/Customer Focus : Makes patients and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains patient trust and respect; meets or exceeds patient’s expectations.

• Patient Chart (file) Maintenance –Update charts as needed using EMR. Enter patients into EMR system as needed. . Ensure that appropriate paperwork is documented in patient’s file in accordance with center and legal compliance.
• Patient flow – ensure that each patient is warmly greeted. Update patient demographic and insurance information. Ensure that Physicians and Nurse Practitioners are aware that patient is ready to be seen. Wrap up patient visit by collecting appropriate payments, scheduling appointments as needed, ensure that patient has appropriate medications or prescriptions as needed

Planning and Organizing : Organizes work, sets priorities, and determines resource requirements; determines necessary sequence of activities needed to achieve goals.

• Daily Operations – Manages the telephone, concisely and accurately documenting messages. Handles routine patient concerns and inquiries. Handles or distributes mail and faxes. Keeps work area neat and free of clutter, maintains an organized working environment.
• Collection/Billing Activities – collects all co-payments and deductibles, addresses past due balances and helps to initiate payment plans. Responsible for insuring that paperwork is completed correctly and with the appropriate documentation. Works with billing department to insure that sliding fee applications are complete in accordance to company policy and procedures. Ensures that insurance plans are verified and active; monitors sliding fee percentages.

Communication and Teamwork : Participates as an active and contributing member of a team to achieve team goals. Works collaboratively with others, involves others, shares information as appropriate, share credit for team accomplishments. Core Value of Collaborative Care: teamwork, closer co-worker communication, making best use of time, positive attitude.

• Manages patient flow and pays attention to the needs of the patient and the clinician.
• Actively supports the Mission, Vision and Values of CHCGD.
• Actively participates in staff meetings, in-services and training sessions.

Technical/Professional Knowledge and Skills : Possesses acquires and maintains the technical/ professional expertise required to do the job effectively. Demonstrates knowledge through problem solving, applying professional judgment and competent performance.

• Maintains up-to-date knowledge of providers, third party payers, and medical terminology.
• Develops and maintains skill level on appropriate computer systems including NextGen, Outlook, MS Word, and Excel.
• Through knowledge of the Patient “No Show” and Cancellation Policies and processes. Consistently follow through with appropriate letters to patients as required.

Adaptability and Innovation : Adapts well to changes in assignments and priorities, adapts behavior or work methods in response to new information, changing conditions or unexpected obstacles. Uses creativity and imagination to develop new insights into situations and applies new solutions to problems. Core Value of Creative Care: open to change, optimistic, focus on learning and sharing.

• Remains open to feedback for improvement.
• Suggests new ways to address issues.
• Shares patient, office or workflow concerns and possible solutions for resolution.

Position Requirements

• General Knowledge: Knowledge of third party payers, medical terminology is preferred. Fundamental knowledge of billing processes and concepts preferred.
• Computer: Basic computer and keyboarding skills. Use of NextGen and MS Office Suite required.
• Communication: strong oral communication and telephone skills; excellent customer service skills with both internal and external customers.
• Work Environment: fast-paced environment; strong prioritization skills needed; must be able to perform multiple tasks at the same time
• Physical Requirements: general sitting, standing, walking, bending and arm movements, keyboarding, stooping, lifting up to 20 pounds.
• Educational Requirements: High school diploma or equivalent certificate.
• Current basic CPR certification required or obtained within 90 days of hire.
• Experience Requirements: 1 – 3 years of experience in a health care facility preferred.

Benefits :

- Medical

- Dental

- Vision

- Supplemental Insurance

- 401(k) with company match up to 6%

- Employer covered long-term disability, short-term disability, and basic life insurance

- Wellness Program