PATIENT SERVICE REPRESENTATIVE

Patient Service Representative

The Patient Service Representative (PSR) is responsible for the courteous and prompt processing and registration of patients in the waiting area. The PSR is responsible for answering all incoming telephone calls and directing the calls to the appropriate personnel.

Responsibilities

• Admission of patients
• Verifies the accuracy and completeness of patient clinical, demographic, and insurance information upon admission of the patient. Enters corrected patient information into the medical software system at the time of admission.
• Communicates patient and/or surgical delays to the Pre-Operative Nurse.
• Updates the Billing Schedule for cancellations and/or add-on cases.
• Informs the pre-operative staff, clinical coordinator, and surgery schedulers of any cancelled and/or altered procedures.
• Requests the patient or legal guardian to read the Patient's Bill of Rights and Responsibilities.
• Protects patient confidentiality and dignity by keeping patient charts in an inconspicuous location at the front desk, and keeps discussion of patients' information and procedures to a tone discernible only to the patient/legal guardian.
• Maintains an orderly and secure system for storing patient charts at the front desk.
• Always maintains a presence at the front desk apart from lunches and breaks.
• General management of the telephone system. Deactivating after-hours answering service/night ring; activating after-hours answering service/night ring; and ensuring the after-hours/emergency message is correct and activates.
• Appropriately secures the waiting area at the end of the business day.
• Cross-trains in scheduling, medical records, chart preparation, and collections.
• Maintains confidentiality of patient and organization related information.
• Scans all medical record information into patients' charts.
• Participates in committees as assigned.
• Performs other duties as needed.

Qualifications

• High school graduate or equivalent.
• Demonstrated ability to type 45 wpm.
• Comprehension of medical terminology.
• Minimum one (1) year receptionist experience in an ambulatory surgery facility, acute-care hospital, or doctor's office.
• Ability to prioritize and complete tasks in a timely manner.
• Ability to perform multiple tasks simultaneously.

Environmental/Working Conditions

• Surgery center setting.
• Well-lighted, well-ventilated, adequate space.
• Some exposure to communicable diseases and/or other conditions common to a clinical setting.

Physical/Mental Demands

• Requires sitting for extensive periods of time.
• Must be able to view a computer screen for an extended period.
• Light lifting required up to 15 lbs.
• Requires manual dexterity sufficient to operate a keyboard, operate a calculator, telephone, copier, and such other equipment, as necessary.

Virginia Ear Nose & Throat