Patient Services Rep (PSR)

Patient Services RepresentativeThe Patient Services Representative (PSR) represent the face of Proliance Surgeons and the first impression for our patients and their loved ones. The PSR acts as a liaison associate for patient appointments, accommodation, and access to the physician. This includes booking appointments including follow-ups, greeting patients, using appropriate medical terminology while verifying eligibility, processing necessary information to support that activity, and triaging with physicians and medical assistants on acute scheduling problems.Location: Edmonds Orthopedic Center - (Edmonds, WA)Schedule: Monday through Friday, 8:00am - 5:00pmThe ideal hire:Minimum of 1 year of customer service experience required.Phone experience.Previous experience in medical, healthcare, or orthopedic preferred but not required.Outstanding customer service skills with a professional, courteous, and patient-focused attitude.Excellent communication, interpersonal, and relationship-building skills.Strong customer etiquette with the ability to interact professionally with physicians, clinical staff, patients, and colleagues.Reliable attendance and a strong commitment to punctuality and dependability.Strong organizational skills and attention to detail.Key duties and responsibilities:Provide exemplary customer service, both in person and on the phone.Greet and direct patients, vendors, and visitors.Follows established protocols to schedule patient appointments, check in/verify information for established and new patients, confirm insurance/referral, ensures consent forms and all patient information are up to date in practice management software and electronic medical record systemsAnswers multiline phone system and screens calls as necessary. Answers phones in a pleasant, timely manner, takes messages, schedules patient appointments in accordance with office scheduling policies, and directs calls/messages to appropriate staff or physicians. Identify payor source, verify insurance eligibility and financial statusEnter personal health information and financial information into practice management system with a high rate of accuracy; complies with federal and local laws to ensure patient privacyAssist patients with check-in process, completion of paperwork or forms, when necessaryProactively communicates status of appointments, wait times, or cancelled or rescheduled appointmentsReview records for completeness, print necessary updates and put records in orderReview physician clinic schedule for accuracyCollects and posts co-pays, coinsurances, pre-payments and balances due on patient accountsFacilitate flow of patients by coordinating with medical assistants and clinical teamSchedule appointments, conferences and meetings in person, as requestedSchedule interpreters for patient appointments as neededComplete duties and assist others as directedMust follow all policies as introduced during new associate On-Boarding, updated real time and outlined in Associate HandbookEducation/Experience:High School Diploma or the Equivalent1-2 years relevant experience in public contact, preferably in medical office environmentMinimum 1-year front office or reception experience, medical preferredPractice Management and experience (desired)Knowledge, Skills and Abilities:Superior customer serviceGreat interpersonal skills; demonstrating patience, composure, and cooperation; working well with all patients, physicians and staff.Adherence to all safety, risk management and precautionary procedures (OSHA/WISHA), including the consistent respect for confidentiality (HIPAA)Use time efficiently, with attention to quality, detail, accuracy and completionWilling and able to be flexible with working varied hours and dependable with attendanceAbility to remove oneself personally from given situations, remaining objectiveAble to adapt to change, delays or unexpected events while maintaining a positive mindsetClear oral and written communicationAbility to provide feedback to improve performanceSelf-motivated; able to work independently, measure self against standard of excellence, overcome obstacles and challenges with little supervisionAbility to prepare records in accordance with detailed instructionsMust be able to type with speed and accuracyWork Environment/Physical Demands:The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.