Senior patient service representative job description

Job Details:

Job Summary:

The Senior Patient Service Representative is responsible for greeting patients and working with them in person, on the phone, or through electronic correspondence to meet their needs regarding scheduling, updating pertinent information, checking in and out, and acting as a liaison in reporting any patient suggestions to management. The Senior Patient Service Representative also acts as a liaison between the patient service representatives and management.

Responsibilities:

* Greets arriving patients, verifies appointment information, and notifies nursing staff in accordance with policies and procedure.
* Registers new patients and assists them in completion of necessary forms.
* Verifies and updates current patient information (demographic, financial, clinical) in the EMR system
* Scans completed forms, identification, and insurance cards into patient documents folder.
* Schedules future appointments based on procedure type, time requirements, and provider schedules.
* Receives, screens, and routes calls to the appropriate destination if necessary. Utilize triage system for all patient related calls, in accordance with triage procedures.
* Performs the functions of a Surgical Scheduler as needed and requested by management.
* Initiates, issues, and verifies patient referrals. Initiates and receives insurance authorization/pre-certifications as necessary.
* Accepts payments, issues receipts, and reconciles cash drawer daily.
* Monitor the patient flow from lobby to the exam room, making sure patients are seen in a timely manner. Communicate with patients if there are any delays in patient care
* Provides translation for non-English speaking patients, their families, and staff if bilingual.
* Create correspondence to patients who failed to keep appointments in accordance with policy and provider request.
* Accept deliveries of medical/office supplies and mail.
* Perform general office duties, such as document preparation, scanning, mailing, and filing.
* Manage, train, and educate patient service representatives to continually improve performance and skill level.
* Maintains a professional appearance and a clean, safe environment.
* Respects patients by recognizing their rights; maintaining confidentiality.
* Utilizes technology, including specialized software as applicable, to maximize productivity.
* Develops and maintains electronic files as necessary.
* Exhibits excellent interpersonal skills; provides customer service; assists other support staff as necessary; collaborates with all levels of internal leadership, management, and staff as well as outside clients, vendors, and other external parties.
* Other duties as assigned.

Qualifications/Requirements:

Experience:

Minimum of two (2) years of customer service and/or medical office experience required.

Education:

High school diploma or equivalent required. Associates degree from an accredited institution preferred.

Licenses / Certifications:

Other:

Bilingual (English/Spanish) candidates preferred, but not required. Proficiency in Microsoft Office (Outlook, Word, Excel, and Power Point).

About Us:

NorthEast Provider Solutions Inc.

The Senior Patient Service Rep is responsible for positive patient relations, accurate telephone communication, appointment scheduling, patient registration, as well as payment and co-payment collection. This position also performs routine duties associated with the collection and maintenance of current patient demographics and insurance information. Able to independently perform these responsibilities based on the standard work for their department with minimal direction.
**Job Duties and Responsibilities:**

+ Check in and out patients and collect co-payments/give receipts/reconcile payments; verifies that patient demographic and insurance information is accurate in CS-Link.

+ Schedule appointments, complete patient registration, collect patient payments and to deliver a high level of customer service.

+ Finds opportunities for improvement within CS Link and department workflows.

+ As liaison coordinates administrative support activities including facilities management, patient billing, utilization management, quality management, risk management, human resources, and payroll. Ability to establish and maintain collaborative relationships with peers, physicians, patients and departments.

+ Coordinates communication between patients, family members, medical staff, administrative staff, insurance plans and other departments.

+ Actively participate in lean management processes by detailing, monitoring and updating department specific data.

+ Manages physician master schedules and coordinate all schedule changes as instructed. Handle patient/provider correspondence as instructed.

+ Process and track referrals and authorizations for various insurance types.

+ Manages patient care flow and assist with monitoring CS-Link message pools and standard work.

+ Monitors their own workflow to meet the requirements of their position at a level of expertise that requires minimal direction.

+ Explains policies, procedures or services to patients using administrative knowledge.

+ Participates in daily huddles and staff meetings with topics and presentations to promote positive and effective partnership.

+ Promotes and practice infection prevention standards and all department policies and procedures.

**Education:**

High school diploma or GED preferred.

**Experience:**

Three (3) years of Patient Service Representative or Medical Assistant experience in an outpatient medical office setting required.

**Working Title:** Senior Patient Service Rep - Endocrinology

**Department:** Internal Med/Endocrinology

**Business Entity:** Medical Network Foundation

**Job Category:** ,Administrative,Administrative

**Job Specialty:** Admissions/Registration

**Position Type:** Full-time

**Shift Length:** 8 hour shift

**Shift Type:** Day

Cedars-Sinai is an EEO employer. Cedars-Sinai does not unlawfully discriminate on the basis of the race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law.

$250 - 90 days

$250 - 6 months

$500 - 1 year

Required Qualifications

• Medical office experience required with a strong emphasis in customer service, computer skills, and phones or completion of a medical receptionist or equivalent training program.

Preferred Qualifications

• H.S. Diploma or Equivalent
• Completion of a medical receptionist or equivalent training program.

Essential Functions

• Collaboration and teamwork
  Demonstrates a commitment to serving other employees above self through teamwork collaboration, developing others and supporting SHC values. Promotes constructive working relationships. Works effectively and as a part of a team to meet departmental goals and objectives. Is respectful and trustful of others. Decisions are guided by the organizational values and are made with honesty and respect.
  Effective, clear communication to promote excellent department operations and efficient patient care.
  Stays informed through staff meetings and shares pertinent information with others.
  Assists co-workers with their tasks.
  Demonstrates flexibility to meet clinic and SRS Rehab Service needs.
  Assists in the daily department maintenance and general departmental flow.
  Promotes a positive work environment by accepting interpersonal differences and respecting others' values and opinions.
  Demonstrates appreciation for the work of others by offering praise and noting a job well done to others.
• Communication
  Responds to all phone calls within 3 rings and answers with name and department.
  Asks before placing a caller on hold, waits for a response and checks back with the caller and offers alternatives.
  Uses a pleasant voice.
  Is helpful and knowledgeable and thanks the caller at the end of the call.
  Takes complete messages that are formatted neatly, concisely, spelled correctly and written using correct medical terminology.
  Announces call to connecting party when transferring a call.
  Returns phone messages according to established guidelines based on message documentation.
  Refers telephone calls appropriately.
• Department operations
  Provides accurate information to all customers including patients, physicians, co-workers and visitors and maintains a variety of office support activities.
  Prepares and monitors daily/weekly schedules, labels and reports accurately per department guidelines and within established timeframes.
  Offers information and education to patients on customer services such as van shuttle, nurse connection and educational classes and assists patient with necessary forms and directions.
  Maintains supply levels, patient brochures and exam preparations for work area. Notifies supervisor of key user of any repairs or maintenance needed in the environment.
  Knowledgeable on procedure for activating appropriate emergency support systems (i.e., code blue, red, etc.) and monitors patient waiting area alerting physical therapist, physician or nurse of any potential medical occurrences.
  Follows established cash receipt policy and procedures for collection of payments. Balances and secured cash drawer. Prepares daily deposit. Knowledgeable on patient account and billing information.
• Financial responsibilities
  Accepts accountability for the organization's financial success while delivering the highest quality of care and service.
  Demonstrates flexibility in work practices.
  Supports organizational cost containment (i.e., following work comp and PPO authorization guidelines).
  Takes initiative in using time effectively.
  Actively sets priorities and adjusts to unscheduled situations.
  Accepts responsibility for own actions and outcomes.
  Initiates communication with others to ensure job is completed successfully.
  Department goals (i.e., department productivity, CUOS, patient visits and FTE's).
  Follows established cash receipt policy and procedures for collection of payments.
  Balances and secures cash drawer. Prepares daily deposit with minimal reminder to complete in an accurate and thorough manner.
  Knowledgeable on patient account and billing information. Performs mini-registration procedures and verifies insurance eligibility.
• Scheduling
  
  Schedules appointments following appropriate provider guidelines, based on composite of the following and measured by supervisory review of relevant reports.
  Schedules appointments with the correct visit type, provides patients with accurate appointment information, verifies collector code and updates patient information and appointment site location.
  Confirms future appointments with patient according to guidelines.
  Other scheduling (e.g. IDX and PPO insurance authorization) as identified by site.
  Using a keyboard, type proficiently and accurately.
  Type a minimum of 30 words per minute with 0-2 errors.
  Proof work.

Knowledge, Skills, and Abilities

• Knowledge of medical terminology required.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class

H.S. Diploma or Equivalent