Address
Form of workJob Title:
Patient Services Representative
Department:
Patient Services
Reports to:
Patient Services Supervisor
Effective Date:
10/27/2023
Job Summary:
The Patient Services Representative greets, provides information, and responds to the needs of patients, staff, and other visitors at different locations throughout the building. This role includes Arrivals, Check-In, Check-Out, Patient Flow Coordinating, and Phone Operator/PBX. This includes but is not limited to appointment arrivals, check-in and out, registration, insurance verification, collection of co-pays, ancillary/appointment scheduling, and coordinating patient flow. This role works collaboratively with other departments, staff, and leadership to assure a high level of customer service experience.
Duties/Responsibilities:
- Work arrivals by welcoming all incoming patients (up to 400 in a morning clinic) in a positive, cheerful manner, directing them and updating their location in the EMR as needed.
- Check patients in upon their arrival, updating demographic/insurance information as needed to ensure accuracy. Collect copays, provide receipts, review billing alerts, and enter all information into EMR for detailed record-keeping.
- Coordinate patient flow throughout the clinical floor. Ensure patients are escorted appropriately to their designated areas, and that they are located correctly in the EMR.
- Check patients out, scheduling follow-ups as notated by physician. Coordinate with clinical staff as necessary.
- When working in the phone room, answer incoming phone calls to the building in a timely manner, schedule appointments, send tasks through the EMR, and transfer calls as needed.
- Regularly communicate and coordinate with physicians and staff to maintain a high standard of patient care.
- Capture signatures from patients during their visits as required by policy and regulations.
- Assist with rescheduling patients for cancelled clinics.
- Perform all other duties as assigned by supervisor.
Qualifications:
- High school diploma, GED, or equivalent required.
- Proficiency with computer software such as Microsoft Office, Windows, etc. required.
- Experience with EMR systems strongly preferred.
- Must demonstrate a high level of communication and organizational skills.
- Must demonstrate a high level of customer service skills, including phone etiquette.
- Must demonstrate an ability to perform well in a fast-paced environment with a positive attitude.
HIPAA Responsibilities:
- Uses and discloses Protected Health Information (PHI) according to the facility’s policies and procedures.
Physical Requirements:
- Must possess the physical ability to stand/sit for up to eight hours/day; bend, stoop, twist; assist patients; ability to lift up to 25 pounds and carry materials weighing up to 25 pounds.
In developing this job description, care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
