PATIENT SERVICE REP - Oncology

Patient Services Representative

Patient-focused tasks include greeting patients, scheduling appointments, scheduling any ordered tests, validating demographics, updating insurance coverage, and collection of co-pays and account balances.

Duties performed in the PSR position include but are not limited to the following: Able to multitask, and to independently move from one area to another providing assistance where needed on a daily basis. Answer incoming telephone calls promptly in an appropriate, professional and courteous manner. Learn daily functions of the check-in area which include but are not limited to: Prepares for patients arrival Review insurance for referral and/or co-payment requirements Collect payment on account balances owed by patient Maintains daily census Accepts and schedules all incoming consultations by phone Demonstrates understanding of customer service. Greets patients and visitors in a prompt, courteous, and helpful manner. Establishes eye contact with customer. Communicates in professional and friendly manner. Acknowledges visitors and accurately responds to routine requests for information. Notifies nursing staff of apparent seriously ill patient on arrival and upon discharge Checks patients in by completing the following tasks: Verification of patient demographics (name, address, phone number) every 6 months Confirmation of and updating insurance information each visit Initiation of required changes as necessary Notifying clinical personnel of patients arrival Collects co-pays, payment on account (cash, check, credit card) Batches all payments, balances cash drawer daily Coordinates patients discharge at the check-out area: Schedules appointments Follow-up Consultations as ordered for each patient Coordinates and schedules all chemotherapy appointments Coordinates and schedules all nurse only appointments Schedules outpatient radiology and laboratory testing Refers to Financial Counselors under the following circumstances: Patient requires counseling regarding financial difficulties Patient requests/requires payment plan for account Tests that require prior approval Miscellaneous duties: Sorts and delivers departmental mail Notifies physicians of any incoming calls from referring physicians, retrieves chart for oncologist immediately Stocks area with paper, office supplies, appointment cards. Other duties as assigned specific to department needs

New Patient Specialists (NPS) Receive referrals by electronic transmission, fax, or by mail. Acknowledge receipt to referring office. Records are reviewed for completeness: notes, path, labs, imaging, other pertinent information. Referring office contacted if additional records needed. New patient form is completed and attached to the records, then given to physicians for review. Physicians mark priority/urgency of appointment on the form and return to PSR/NPS via designated inbox in department PSR/NPS locates available time on physician schedule Contacts patient with instructions NPS registers patients in systems Logs referrals on spreadsheet for tracking and coding New patient packet is sent to Medical Records to be scanned in chart for coding

Code of Conduct: Maintains work area and lobby in neat and orderly manner. Attends meetings as required. Performs related work as required per department (See required duties specific to department) Adapts to role changes in a positive manner. Demonstrates ability to effectively function in other departments as needed. Directs Pharmaceutical Representatives to the appropriate location. Does not conduct personal business during working hours. Does not eat or drink while visible to the public Answers telephones, takes messages and/or routes call appropriately.

Typical Physical Demands: Responsibilities may require sitting or for standing for long periods of time. Stooping, bending and stretching for files and supplies is common. Occasional lifting of files or paper weighing up to 30 pounds may be required. Work requires manual dexterity sufficient to operate a keyboard, telephone, copier and such other office equipment as necessary. It is necessary to view computer screens for long periods of time.

Typical Working Conditions: Work is performed in a reception area. The position involves frequent contact with patients. Work may be stressful at times. Interaction with others is constant. Frequent interruptions occur. Contact involves dealing with ill people.

Performance Requirements: Excellent communication skills are required. Must be able to communicate to customers in a friendly, professional manner. Problem solving: The duties of the job follow established procedures with some variation in judgment required, especially when dealing with patients and in recognizing proper charge relationships. The incumbent must be able to handle patient inquiries and questions in a tactfully, courteous manner. Must be able to speak clearly and concisely. Must demonstrate the ability to read, understand and follow oral and written instructions. Demonstrates ability to accurately sort and file materials by alphabetic or numeric systems. Demonstrates ability to establish and maintain effective working relationships with patients, employees and the general public.

Education: High school diploma or G.E.D. Job Classification: HIPAA Compliance: In order to fulfill the responsibilities of this position, access to the following information is required: Medical Records/Patient Demographics