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Form of workDepartment: Administration
Position:Patient Service Representative - Float
Employee Category: Non-Exempt
Reporting Relationship: Clinical Operations PSR Training Supervisor
Character Qualities:
- Attentiveness - Showing the worth of a person or task by giving my undivided concentration.
- Enthusiasm - Expressing my joy in each task as I give it my best effort.
- Joyfulness - Maintaining a good attitude, even when faced with unpleasant conditions.
- Patience - Accepting a difficult situation without giving a deadline to remove it.
- Punctuality - Showing esteem for others by doing the right thing at the right time.
- Responsibility - Knowing and doing what is expected of me.
Summary of Duties and Responsibilities:
The Patient Service Representative - Float is responsible for back filling for all Patient Service Representative office positions including the Patient Services Representative, Medical Records Specialist, and Patient Access Specialist. The Patient Service Representative - Float is cross trained to serve multiple service lines including the Call Center, Family Medicine, Pediatrics, Women’s Health, Behavioral Health, Optometry, New Patient, or other departments. The Patient Service Representative - Float performs Patient Service Representative office functions such as new patient registration, checking-in/outpatients, schedules patient appointments, obtains patient registration information such as demographics and insurance, collects and secures payments, scans medical records, and answers call center telephone calls. This position may be temporarily assigned to work at other satellite clinics for a scheduled time frame or on a daily basis.
Primary Duties and Responsibilities:
- Responsible for back filling for all Patient Service Representative office positions including the Receptionist, Medical Records Specialists, and Operator/Scheduler positions.
- Performs Patient Service Representative office functions such as new patient registration, checking-in/out patients, schedules patient appointments, obtains patient registration information such as sensitive demographics and insurance coverage, collects and secures payments, scans medical records, answers call center telephone calls, etc.
- Records assigned Patient Service Representative office functions in the patient’s electronic medical records.
- Verifies late or open account balances and reminds patient of an outstanding balance.
- Accepts payments, posts charges and payments at the time of the patient check-out, and assures daily collections and transactions are balanced and secured when filling in the Receptionist role.
- Contacts the billing department for assistance to help patients with account questions including outstanding balances.
- Provides exceptional customer service to all patients, staff members, and/vendors.
- Operates phone calls when assigned to the Call Center and is responsible for patient scheduling, verifying patient’s insurance coverage, collects assigned patient satisfaction surveys, completes telephone encounters, and transfers calls.
- Follows HIPAA guidelines and adheres to the Variety Care privacy policies and procedures.
- Operates office equipment and ensures it is in good working order. Notifies appropriate staff member if problems arise.
- Reports to work at the assigned satellite clinics and accepts direction from the satellite’s Practice Administrator and/or Physician.
- Support Variety Care’s accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable. Provide leadership and work with all staff to achieve the goals of the “Triple Aim” of healthcare reform—to improve the experience of care, improve health outcomes, and decrease healthcare costs.
- Embodies the strength of personal character. Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment. Must be a leader in the department and community. Result-oriented problem solver who is responsible and accountable.
- Performs other duties as assigned.
Requirements, Special Skills, or Knowledge:
- High School Diploma or GED.
- Possess intermediate keyboarding skills to accurately enter patient date in the electronic medical record system.
- Ability to communicate effectively with the public including difficult patients.
- Maintains confidential patient information.
- Must be flexible and willing to work in various clinical settings within Variety Care based on the operational needs.
- Travels to other satellite clinics within the Oklahoma City and Norman metro areas. Some travel may be required to the Rural clinics.
- Bilingual in English and Spanish.
Preferred Requirements, Special Skills, or Knowledge:
- Experience in medical front office.
- Knowledge of medical terminology.
ADA Requirements:
- Able to lift a minimum of 25 pounds.
- Able to sit for long periods of time.
