Patient Service Representative - PART-TIME

Patient Service Representative: Reception

The Patient Service Representative: Reception is responsible for providing excellent patient service and hospitality to patients and guests through the smooth and efficient operations of the reception area. Greet patients, provide full attention, answer queries in a tranquil, personable demeanor, educate patients, direct check‑in and check‑out processes, schedule appointments, manage POS operations, and maintain reception areas. As the representative of each patient’s care, educate and schedule appropriate appointments for patients seeking general and cosmetic dermatology and aesthetic services. Coordinate treatment plans and maintenance care while managing each patient’s care plan. Provide patients with pertinent information to prepare for their appointment, including necessary intake forms, to maximize their experience and ensure all documentation is complete and ready for the visit. Keep area organized, clean and inviting. Ask patients how they enjoyed their visit to ensure expectations have been exceeded. Confirm proper care instructions and answer all questions. Complete patient transactions correctly, efficiently, and timely. Conclude patient visit by scheduling and confirming future appointments. Be a resource and liaison for the patient, possessing well‑versed knowledge of the entire practice menu, including services and retail products. Promote additional services offered by the practice, support marketing objectives, build business, increase bookings, uphold high standards of excellence, and abide by all policies.

Primary Responsibilities

Check‑in Process

• Prepare clipboards for patient registration, office policies, HIPAA, financial policy, medical history.
• Check in patients.
• Present intake forms for patients to update demographics, financial policy, and HIPAA.
• Collect and review updated intake forms from patients.
• Enter or update software with updated intake forms.
• Scan chart documents – intake forms.
• Communicate and explain financial policy and overcome objections.
• Review schedule and communicate wait time to patients.
• Page back to nurse for patients (arrivals, running late).
• Review aesthetic services with patients.
• Check, triage and respond to email and software messages.

Check‑out

• Check out patients.
• Process transactions/payments.
• Sell gift certificates.
• Daily batch balance and settlements.
• Add patients to Move Up Lists/recalls.
• Update and schedule from Move Up Lists/recalls.
• Review aesthetic services with patients.
• Review pre‑treatment instructions with patients.
• Review cancellation/no‑show fees with patients.
• Sign patients up for incentive programs, load points, redeem points.
• Assist in phone processes.
• Assist with billing tasks.
• Assist with all other assignments delegated by manager.

Admin

• Print, copy, and collate patient paperwork.
• Fill business cards.
• Give pathology pickup to driver.
• Sign for deliveries, triage and unpack boxes, put away supplies.
• Send mail.
• Check, triage and send faxes.
• Communicate computer issues.
• Inform manager when office supplies are low.

Maintenance & Cleaning

• Maintain clean, organized and stocked work environment.
• Clean up magazines and brochures in the reception area.
• Change toilet paper roll.
• Refill paper towels in bathroom and kitchen.
• Clean up after self in kitchen and according to cleaning schedule.
• Dishwasher duties.

Additional

• Attend and actively participate in required meetings.

Education/Experience

• Minimum undergraduate degree or equivalent.
• Minimum 2 years as a front desk coordinator, patient relations, or administrative support.
• Prior dermatology and aesthetic experience preferred.
• Knowledge of Microsoft Office, internet, computer use, general office equipment.
• Exceptional interpersonal and communication skills with patients, support staff, providers, and managers.
• Strong writing and oral communication skills.
• Ability to autonomously manage patient relationships and assigned projects.
• Strong patient service approach and attitude.
• Detail‑oriented with focus on building patient relationships, retention, generating new business, and completing projects as assigned by Business Manager.
• Shows initiative and resourcefulness in problem‑solving.
• Ability to work within a team approach.
• Ability to work with minimal supervision.
• Excellent etiquette in person and on the phone.
• Professional appearance.
• Positive attitude.
• Deliver exceptional service in a timely, professional manner to attract and develop lasting patient relationships.
• Receive patients and visitors without delay in a gracious manner, always with a smile.
• Ensure all patient questions are answered.
• Assist patients with concern and empathy.
• Respect patient confidentiality and privacy.
• Communicate in a courteous and respectful fashion.
• Anticipate patient issues to circumvent challenges and deliver unsurpassed patient experience.
• Promote sales of services and products in a positive and motivating way.
• Prioritize wellbeing and safety of patients first.
• Promote a healthy style of living.

Teamwork

• Cross‑promote all areas of practice, including current services and retail in addition to other services that may be added to the menu.
• Work within a team environment with other practitioners to create and promote dermatologic and aesthetic solutions for our patients and the community.
• Maintain effective communications with all personnel.
• Consistently work in a positive, cooperative and respectful manner with fellow staff and management.
• Assist other staff members in the performance of their assignments when appropriate.
• Provide general office support as requested by Manager.
• Seek out opportunities to help rather than wait to be asked.
• Consider the impact of actions on all other staff throughout the practice and in the community.
• Recognize the need for variations in staffing and volunteer to fill open shifts.
• Demonstrate flexibility to perform duties wherever volume deems it necessary.
• Respect all colleagues and provide support and guidance.
• Arrive to work early to start shift on time and work all hours as scheduled.
• Maintain a calm environment and do not participate in negative energy or gossip.

Problem Solving

• Demonstrate sound judgment by taking appropriate actions to solve patient issues immediately.
• Effectively communicate patient issues to management with the intent to achieve a positive outcome for the patient.
• Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
• Minimize non‑productive time and fill in slow periods with activities that will ensure that the practice meets its business goals and objectives.
• Organize job functions and work area to be able to effectively complete varied responsibilities within established time frames.
• Consistently demonstrate ability to take the initiative to make decisions/choices without direct supervision.
• Review and respond to emails and communications throughout the shift, and relay information to the appropriate person as necessary.
• Communicate business development assessments with Patient Service Manager weekly.

Personal Development

• Continually work on improving skillsets to improve production, such as patient needs assessment, building rapport, product and treatment presentation, and overcoming objections.
• Remain current with industry trends and competition.
• Take proactive initiatives to promote self and practice through methods of patient referrals and outside networking events.
• Maintain a working knowledge of all services and products offered by the practice.
• Enhance knowledge and skills by attending training seminars as required, reading professional publications and participating in professional organizations.
• Active internal and external participation in promotions, events and trainings.
• Have complete knowledge and effective language for communicating practice’s mission statement, personnel, menu of services and retail.
• Promote and maintain practice’s mission to provide complete dermatologic solutions to patients and the community, educating on the importance of healthy lifestyles to prevent disease and promote longevity.
• Keep licenses and certifications current and in good standing.

Adherence to Company, Departmental & State, Local & Federal Policies

• Demonstrate knowledge and understanding of all company policies and procedures as they relate to your position.
• Understand and abide by Employee Handbook.
• Demonstrate adherence to company dress code standards.
• Demonstrate adherence to company safe practices standards.
• Uphold strict patient confidentiality by abiding to HIPAA regulations and identity theft prevention.
• Maintain clinical OSHA and CLIA standards.
• Knowledge and compliance of universal precautions as governed by state, local and federal governments.

Physical Demands/Working Conditions

• Intermittent physical activity including walking, sitting and lifting.
• May be required to work evenings, weekends and holidays.
• Work schedule based on operational need.

Referral code from a current employee. If no code provided, add their name instead.

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