Patient Services Representative

Job Title

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