Patient Services Representative
This job profile is not included in a recognized pathway.
Description
A Patient Services Representative is responsible for welcoming patients upon arrival, promoting the usage of new and emerging consumer-friendly technologies, educating patients on their copayments and financial obligations and collecting payments when applicable, scheduling subsequent appointments within the continuum of care, connecting patients to financial advocacy resources when appropriate, updating patient's demographics and insurance coverage information, and promoting an overall culture of service excellence. A Patient Services Representative displays strong customer service skills that ensure that patients and family members have the desired experience.
Tasks
- Provide a warm greeting for all patients
- Answers phones timely, in a polite manner, while continually providing excellent customer service
- Responsible for welcoming patients upon arrival, promoting the usage of new and emerging consumer-friendly technologies, educating patients on their copayments and financial obligations and collecting payments when applicable, scheduling subsequent appointments within the continuum of care, connecting patients to financial advocacy resources when appropriate, updating patient's demographics and insurance coverage information, and promoting an overall culture of service excellence
- Acts as receptionist for patients and visitors and serves as central contact person for telephone calls and distribution point for communication
- Display strong customer service skills that ensure that patients and family members have the desired patient experience
- Help patients navigate the healthcare system by providing clear and understandable instructions. Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care
- Assist with administrative duties in the office including but not limited to scanning of medical records and faxing
- Check-in patient at desk depending on patient preference
- Schedule or connect patient to resources to schedule for ancillary services at checkout
- Assist patients in education of financial responsibility and connect them to advocacy resources as needed
- Obtain signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulations
- Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries
- Conducts patient interview to collect accurate financial, biographic and demographic information for registration
- Promote patient portal and assist patients in registration when applicable
- Collect copayments and any other applicable patient payments at the point of service
- Confirm and/or update patient registration information and follow-up appointments at checkout
- Appropriately distribute / triage phone calls to other areas and / or clinical providers
- Accurately enters phone messages, that may require the use of medical terminology, for nurses and providers.
- Completes pre-operative forms accurately and timely.
- Verbal and written communication is clear, concise, and appropriate.
- Assists with clearing the message box when necessary.
- Follows all rules regarding giving medical advice, clinical responses, and identifying emergent symptoms/diagnoses.
- Participates in utilizing updated EHR workflows and data collection processes for program initiatives.
- Participates in staff development to maintain skills.
- Independently uses problem solving skills to resolve issues related to the completion of duties.
- Provide coverage at all UPC clinics as requested and/or needed
Qualifications / Education
- High School Diploma or equivalent required
- Clerical certificate or degree is preferred
- Must posses excellent professionalism, interpersonal skills, customer service skills, written and oral communication skills, listening skills, and organizational skills
- Experience in a medical office setting and medical office tasks preferred
- Experience with eClinicalWorks (EHR) preferred
- Knowledge of medical terminology preferred
