Reporting to the Patient Access Manager, the Patient Service Representative is cross-trained to support various clinical and non-clinical department operations by registering patients, verifying insurance information, managing appointments including scheduling and confirmation calls. The Patient Service Representative will also answer incoming calls supporting the health center’s operations as well as managing these calls appropriately either by directly answering the caller’s questions or managing phone requests in accordance with our policy and procedures. Staff in this position must demonstrate superior customer service, excellent verbal communication skills, good judgment and problem solving ability.
GENERAL DUTIES & RESPONSIBILITIES:
Provide excellent customer service
Schedule patient appointments utilizing provider templates and organizational standards
Manage appointment schedules to ensure timely patient flow
Collect mandatory patient information to ensure accurate demographic entries
Coordinate patient information collection related to Sliding Scale Program
Obtain needed insurance referral and/or authorization for services
Verify current patient insurance eligibility and benefits to ensure accurate and timely remittance
Collect patient payments
Assist patient with financial concerns or inability to pay
Ensure accurate and timely information exchange with clinical staff
Balance cash drawer ensuring accuracy
Manage patient communication including correspondence as needed
Collect data for routine reporting
Promptly answer incoming calls to the Call Center in a professional, courteous manner that is consistently responsive to the caller’s needs
Based on the nature of the call, determine what action is necessary, such as providing direct Information to a caller’s question(s) and/or appropriately transferring the call
Appropriately transfer callers to other health center departments and consistently announce all calls being transferred to assure optimal delivery of customer service
Report any issues and feedback from callers to management in a timely manner. Appropriately transfer callers who want to make an immediate complaint to a supervisor. Document all complaints or other feedback to your supervisor promptly
Navigate Practice Management System and Electronic Medical Record to access relevant and appropriate information according to guidelines
Identify and verify patient demographic information using patient name and date of birth at a minimum to properly identify the patient. Update patient’s contact information at every encounter, especially patient’s telephone number and address
Utilize electronic flags and phone messages to provide accurate and timely communication throughout organization
Interact with all customers in a professional, respectful, courteous, and effective manner consistently meeting their needs and assuring follow-through
Participate in required departmental activities and meetings. Provide constructive suggestions to improve the Call Center operations
Perform other related duties as required
Education: High School Diploma or equivalent
Experience:
Excellent customer service skills and verbal communication/phone skills.
Knowledge of phone systems and call management.
Knowledge of computer software applications, word processing and excel spreadsheets.
Knowledge of medical billings systems and patient/insurance financial management.
