Patient Services Representative

Job Description

Job Description

ABOUT OUR ORGANIZATION

Orthopaedics East & Sports Medicine Center is Eastern North Carolina's premier orthopedic specialty practice, headquartered in Greenville. Our orthopedic surgeons - most of whom are fellowship-trained - along with our physician assistants, physical therapists, and occupational therapists, provide a variety of general and specialized operative and non-operative orthopedic services to meet the musculoskeletal needs of patients across Eastern North Carolina. Services include joint replacement, sports medicine, pediatric orthopedics, worker's compensation care, fracture care, regenerative medicine, bracing and casting, physical therapy, and on-site X-ray and MRI imaging. We have served as the preferred providers of orthopedic care for East Carolina University Athletics for more than 30 years.

Orthopaedics East offers a comprehensive benefits package. Full-Time employees are eligible for Medical, Vision, and Dental coverage, along with employer-provided Life, AD&D, Short-term, and Long-term insurance. Full-Time employees also receive paid holidays and a monthly accrual of paid time off (PTO), and eligible employees may participate in the Practice's 401(k) deferral program.

JOB PURPOSE

The primary duties of this position are patient check-in duties, patient check-out duties, and patient registration responsibilities. Also, other duties as assigned by Supervisor.

This position requires compliance with OrthoEast's compliance standards, including its Code of Conduct, Compliance Program, and policies and procedures. Such compliance will be an element required as part of the Patient Services Representative's job duties and is considered during performance evaluations.

Employment begins with a 90-day probationary period, during which performance, attendance, and suitability for the position are evaluated. Completion of the probationary period does not change the at-will nature of employment, which may be ended by either the employee or the Practice at any time, with or without cause or notice.

DETAILED WORK ACTIVITIES

Promote the mission, vision, and values of the Practice.
- Greets and directs all patients, salespeople, and visitors as appropriate.
- Verifies patient registration is up to date and accurate.
- Process and scan pre-registration information.
- Process paperwork and verify I.D.'s for PHI picked up at the front desk.
- Collect copays from patients.
- Verify that all patients have been marked arrived.
- Schedules phone appointments as time allows.
- Manages fail to keep appointments.
- Re-schedules appointments as assigned.
- Collects patient demographic information and health benefit information and enters it into the practice management system.
- Verifies insurance benefits.
- Other related duties as required.

WORK CONTENT

Work Environment

This is an on-site role at the Practice. The schedule is subject to change based on Practice need to accommodate patient volume. Work is performed at the front desk of a busy orthopedic medical practice with frequent in-person and telephone contact with patients and visitors.

Physical Demands

• Extended periods of sitting, keyboarding, and talking on the telephone.
  - Occasional lifting and/or moving up to 10 pounds.
  - Must be able to receive and respond to detailed verbal and written instructions.

SKILLS

Basic Skills

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to complex technical problems.
- Systems Thinking - Understanding how components of the platform interact and how changes in one area affect overall outcomes, reliability, and security.
- Ownership & Accountability - Taking initiative on features and incidents end-to-end, monitoring and assessing one's own work, and taking corrective action without prompting.
- Active Listening - Giving full attention to stakeholders and teammates, understanding requirements being conveyed, and asking clarifying questions as appropriate.
- Reading & Writing Comprehension - Understanding and producing clear technical and work-related documentation.

KNOWLEDGE

Education and Experience

Required:

- High School diploma or (GED) required.
- Minimum of one-year clerical experience.
- Basic computer skills required.
- Experience in maintaining confidentiality in dealing with sensitive issues.
- Proven ability in making sound and accurate judgments in problem solving work issues.
- Successful record of follow through on commitments and demonstrated dependability.

Preferred:

- Clerical experience in a medical office setting.

JOB REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Orthopaedics East & Sports Medicine Center is an equal opportunity employer and provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable law.