Patient Service Representative

Patient Service Representative

RAYUS Radiology is looking for a Patient Service Representative to join our team. We are challenging the status quo by shining light on radiology and making it a critical first step in diagnosis and proper treatment. Come join us and shine brighter together! As a Patient Service Representative, you will be responsible for executing the day-to-day activities of patient-facing service ensuring quality assurance and customer service satisfaction while facilitating and coordinating communication between patients, family members and staff. This role provides optimal patient-centered services supporting the imaging center front office, medical records, technologists with patients through a rotation through front desk, medical records and technologist assistant roles.

This is a full-time position, working 40 hours per week, Monday - Friday 3:30pm-12:00am.

Essential Duties and Responsibilities:

(60%) Front Desk

1. Serve as initial point of contact for patients and visitors, creating and providing positive legendary Patient Service Experience(s)
2. Timely registration of patient(s) arrival by validating accurate demographic information and professional collection of out-of-pocket payments prior to services being rendered.
3. Inform patients about delays and wait times; when necessary, follow up with patients to ensure their inquiry or complaint has been satisfactorily resolved.
4. Answering, investigating, and/or directing patient inquiries or complaints to the supervisor or manager.
5. Obtaining and validating photo identifications and insurance cards, scanning relevant documents into patients' chart electronically and categorizing appropriately.
6. Provides Consent, Financial, and HIPAA compliance related documents, must be able to thoroughly explained to the patient(s) if necessary.
7. Proficient utilization and application of EHR software, hardware, and programs.
8. Scrutinizing prescriptions and referrals for accuracy to ensure patients are receiving the appropriate and necessary exams.
9. Effectively coordinate with interdepartmental professionals to ensure patient satisfaction as it relates to appointment scheduling and admission/encounter.
10. Verifying and dispensing oral contrast and preparation instructions to patients who are scheduled for upcoming appointments.
11. Participates in medical office emergency routine when required. Summons ambulance or EMS and/or assists other staff members as needed.
12. Managing outgoing and incoming faxes through both electronic and manual fax machines.
13. Maintaining appropriate levels of administrative office supplies, (i.e., RAYUS brochures, cards, sign-in sheets).
14. Contacting referring Physician offices to verify information and/or request information that is still pending and necessary for the patient's exam.
15. Organize and prioritize tasks to meet deadlines while ensuring and maintaining efficient patient flow.
16. Proper use of phone and written etiquette when handling correspondence.
17. Maintaining reception and patient waiting area(s) such as cleanliness, sanitation, literature organization and beverage supply
18. Alignment of company mission and embodiment of core values of RAYUS.
19. Adherence and compliance to company policies, procedures, operational objectives, and goals.
20. Maintain strict confidentiality of PHI in adherence and compliance to HIPAA regulations.

(20%) Medical Records

1. Ensure quality assurance health records by verifying their completeness, accuracy and proper entry into computer systems.
2. Serves as point of contact on Medical Records for patients and visitors, creating and providing positive legendary Patient Services Experiences
3. Retrieval and release of health information data/medical records in adherence and compliance with HIPAA and company policies and procedures.
4. Interacts and works cooperatively with patients and team members of different diversities and ensures inclusion.
5. Work as a liaison between the healthcare providers and offices in a timely manner.
6. Proficient utilization and application of EHR software, hardware, and programs.
7. Organize and prioritize tasks to meet deadlines while ensuring and maintaining efficient patient flow. Taking appropriate action when deemed with sound judgment.
8. Clear and friendly patient education of diagnostic examinations and delivering instructions in adherence to company policy and procedures.
9. Professionally holds Stat/Urgent cases pending communication from referring healthcare provider instructions after services have been rendered for patient.
10. Proper use of phone and written etiquette when handling correspondence.
11. Alignment of company mission and embodiment of core values of RAYUS.
12. Adherence and compliance to company policies, procedures, operational objectives, and goals.
13. Maintain strict confidentiality of PHI in adherence and compliance to HIPAA regulations.
14. Maintain and reception and patient waiting area(s) such as cleanliness, sanitation, literature organization and refreshment supply.

(15%) Technologist Support

1. Monitors all modality schedules
2. Greets and escorts patients to changing room; briefly explains procedure
3. Prep/changing room turnaround performing proper sanitizing techniques.
4. Helps the technologist stay on time by having the next patient ready before the current patient is ready to get off the table
5. Ensures that all patient areas are stocked and organized in a neat and tidy manner
6. Cleans and stocks patient prep room and patient restroom
7. Stocks linen and empties laundry at the end of the shift
8. Checks with technologists, center supervisor, or center manager for additional duties as needed

(5%) Other Duties as Assigned Required:

1. High School diploma, or equivalent
2. One (1) year of applicable customer service experience
3. Proficient with using computer systems and typing

Preferred:

1. Two (2) years' customer service experience
2. Experience using electronic medical record/health record (EMR/HER) computer systems
3. Experience working in a Radiology/Diagnostic Imaging healthcare setting
4. Knowledge of basic medical terminology
5. Insurance knowledge
6. Bilingual

RAYUS is committed to delivering clinical excellence in communities across the U.S., driven by our passion for and superior service to referring providers and patients. RAYUS Radiology is built on our brilliant medicine, brilliant team, brilliant technology and services - all to provide the highest level of patient care possible.

We bring brilliance to health and wellness. Join our team and shine the light on Radiology Services! RAYUS Radiology is an EO Employer/Vets/Disabled.

We offer benefits (based on eligibility) including medical, dental and vision insurance, 401k with company match, life and disability insurance, tuition reimbursement, adoption assistance, pet insurance, PTO and holiday pay and many more!