Patient Services Representative - Signature Primary Care Innovation Way

Patient Services Representative

Thank you for considering a career at Roper St. Francis Healthcare!

Scheduled Weekly Hours: 40

Work Shift: Days (United States of America)

Given that our office operates as a concierge practice, our care service is distinct from traditional primary care offices. We limit our practice to a maximum of 450 patients to ensure personalized and attentive care. This allows us to foster stronger relationships with our patients and provide more individualized attention.

On average, we see around 10 patients per day, excluding lab or nurse visits. This manageable patient load enables us to offer comprehensive and unhurried consultations, ensuring that each patient receives the time and care they need.

Additionally, we offer a flexible schedule to accommodate the needs of both our patients and staff. Every other Friday, we operate on a half-day schedule, which helps maintain a balanced work environment and enhances our ability to deliver high-quality care consistently.

Hours: 8:00am - 5:00pm, Monday - Friday (When fully staffed, Friday hours will be 8:00am - 1:00pm)

Location: 1200 Innovation Way, Suite 300 Mount Pleasant, SC 29464

Previous experience preferred. EPIC experience also preferred.

Reports to: Practice Manager/Supervisor

# of Direct Reports: 0

Primary Function/General Purpose of Position

The Patient Services Representative is the first line of quality service to our patients and the community. This position will be responsible for processing patient registration, verifying demographics, obtaining insurance cards, and patient identification. Responsibilities include scheduling appointments, transcribing orders, explaining financial options to patients, and updating medical records accurately and efficiently. This position will provide excellent customer service and may be asked to occasionally cover other physician practice locations as needed.

Essential Job Functions

• Serves as the primary point of contact between patients and physician practices
• Provides strong communication and excellent customer service skills by greeting patients and the community in a respectful manner
• Answers internal and external calls in a friendly and helpful manner, routes calls, schedules patients, and enters necessary information for patient scheduling into the computer system in a timely and accurate manner.
• Processes patients in practice as they present for their appointments.
• Possesses the ability to troubleshoot and resolve problems promptly, ensuring patient flow is maintained and informs supervisor of any department and patient issues immediately
• Processes admission paperwork, including basic insurance verification. Secures, completes and verifies all pertinent patient demographic and insurance information as part of the registration process., Corrects registration errors as needed.
• Records time indicators for lobby wait times.
• Calculates patient liabilities and actively collects and processes patient payments.
• Reconciles cash drawer at the close of the day.
• Performs charge entry for external services (i.e. nursing homes) as necessary.
• Schedules referrals or follow-up appointments and/or assists with scheduling, rescheduling or canceling other services for patients. Assists patients with online scheduling and MyChart as necessary.
• Assists patients in obtaining necessary referrals for follow-up services and record referrals on tracking tool (referral/consults).
• Responsible for and/or assist in obtaining proper authorizations and pre-certifications if applicable for all procedures scheduled through the physician practice
• Pulls patient charts as needed per office policy, files and maintains information as appropriate in chart per policy, and routes charts to clinical staff as indicated in office per policy
• Verifies RX benefits in electronic health record, per protocol
• Refers patients to financial counselors when additional financial counseling or payment arrangements are needed. Completes accounts in revenue cycle software

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification: None

Education: High School Diploma or GED (required)

Work Experience: Prior experience in patient registration/healthcare (preferred)

Training: None

Language: None

Patient Population: Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit. Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.

Neonates (0-4 weeks) Infant (1-12 months) Pediatrics (1-12 years) Adolescents (13-17 years) Adults (18-64 years) Geriatrics (65 years and older) x Not applicable to this position

Working Conditions

Periods of high stress and fluctuating workloads may occur.

Long-distance or air travel as needed- not to exceed 10% travel.

General office environment.

May be exposed to high noise levels and bright lights.

May be exposed to physical altercations and verbal abuse.

May be exposed to limited hazardous substances or body fluids.*

May be required to use physical restraints.

May be exposed to human blood and other potentially infectious materials.*

May be exposed to adverse weather conditions; cold, hot, dust, wind, etc.

May have periods of constant interruptions.

Required to car travel to off-site locations, occasionally in adverse weather conditions.

Prolonged periods of working alone.

Physical Requirements

Physical Demands

Frequency 0% 1-33% 34-66% 67-100%

Lifting/ Carrying (0-50 lbs.) x

Lifting/ Carrying (50-100 lbs.) x

Push/ Pull (0-50 lbs.) x

Push/ Pull (50-100 lbs.) x

Stoop, Kneel x

Crawling x

Climbing x

Balance x

Bending x

Work Position

Frequency 0% 1-33% 34-66% 67-100%

Sitting x

Walking x

Standing x

Additional Physical Requirements/Hazards

Physical Requirements - Select if a physical requirement for this job.

x Manual dexterity (eye/hand coordination)

Perform shift work

Maneuver weight of patients

x Hear alarms/telephone/audio recordings

Reach above shoulder

x Repetitive arm/hand movements

Finger Dexterity

Color Vision

Acuity far

Acuity near

____ Not applicable to this position

Hazards

Depth perception

Use of Latex products

Exposure to toxic/caustic/chemicals/detergents

Exposure to moving mechanical parts

Exposure to dust/fumes

Exposure to potential electrical shock

Exposure to x ray/electromagnetic energy

Exposure to high pitched noises

Gaseous risk exposure

Other:

__x__ Not applicable to this position

Skills

Hard/Tech/Clinical Skills :

Knowledge of medical terminology and ICD-9 coding (preferred)

Basic knowledge of Microsoft Office products, typing and computer skills (including 40+ WPM typing skills)

Basic math skills

Soft/Interpersonal Skills: