Patient Services Representative

General Summary: This Front Office Patient Services Representative serves as a liaison between patients and medical staff in a pleasant and helpful manner. This position will perform a range of duties which include but are not limited to, patient check-in/check-out, financial services (co-pay and balance collection), insurance verification, scheduling, and chart prep. You will assist patients with completing proper paperwork, ensuring all demographics are correct. Highly organized and resourceful with excellent judgment and multitasking abilities.

Essential Job Functions

• · Assume responsibility to manage the reception area, making sure all visitors are greeted in a timely manner and their reason for coming to CFG is addressed. Front desk staff are responsible for giving all visitors the protocols for safety as they enter the facility.
• · Verify demographics and health insurance information in EMR system. Distribute, explain, and assist patients with the completion of forms. Make copies of health insurance card and collection patient signatures during check in process.
• · Collects co-payment, co-insurance and/or deductible amounts from patients as appropriate.
• · Coordinate with the medical assistants/nurses to maximize patient flow by keeping check-in, office visit, and procedure appointments operating efficiently.
• · Schedule follow up office visit and in office procedure visits.
• · Provide patients with access to providers by answering incoming calls and making outgoing calls.
• · Performs collection duties for past, current, and future charges.
• · Initiates payment agreements following established guidelines for patient balances.
• · Coordinate daily mail: stamp outgoing mail and distribute incoming mail.
• · Follow policies and procedures established for the work area. Make recommendations for changes, or additions, to the policies and procedures for assigned area(s).
• · Enter patient information received from referring physicians, surgery centers, and other business partners in EMR system, following protocols for data entry and paying close attention to demographic and health insurance information.

Other job functions:

• · Balance cash drawer to ensure daily receipts and charges balance against EPIC Cash Drawer report.
• · Communicate information using appropriate “note fields” in EPIC such as Chart (Triage) Notes, Guarantor Account notes, etc.
• · Explains information received from insurance company regarding benefits for outpatient procedures, referrals, and authorizations.
• · Answer phone calls from patients regarding billing statements.
• · Explain the separate billing entities associated with outpatient procedures.
• · Other duties as assigned.

Performance Measures:

• · Knowledge of and compliance with general and department specific policies and procedures.
• · Customer Satisfaction Survey rate of 95% in all areas of influence.
• · Less than 2% of claims are denied for incorrect demographic information.

Required Competencies:

· Customer Service—Listen attentively; respond to questions appropriately and timely. Possess a kind and pleasant demeanor with both internal and external customers. Ability to demonstrate patience over the phone; and take direction as needed.

· Effective Communication— Ability to communicate clearly and concisely with diverse groups, both verbally and in writing; ensuring information shared is beneficial and appropriate. Offers recommendations to improve operating efficiencies and works to implement those ideas.

· Documentation and Information Recording—Possess excellent attention to detail as well as accurate data entry skills. Ability to retain large amounts of information and recall it or apply it even when used infrequently.

· Time Management—Must be able to work under pressure and complete multiple tasks or projects according to established timeframes. Enjoy working in a high-energy, fast-paced environment; and demonstrate resourcefulness and creative problem-solving as needed.

· Professionalism—Build solid working relationships and be supportive of co-workers; foster a friendly work environment. Open to giving and receiving feedback.

Preferred education, experience, knowledge, skills, and abilities:

• · High school diploma or equivalent
• · Customer service experience, experience in a medical clinic or healthcare setting
• · Demonstrated experience in a call center environment.
• · Ability to communicate effectively in both English and Spanish
• · Demonstrated comfort with Windows-based computer systems as well as EMR systems.
• · Knowledge of ICD-10 and CPT codes that are needed for ABNs and eligibility purposes.

Working Conditions and Physical Requirements

1. Ability to walk, stand, stoop, bend, or sit for extended periods of time.

2. Physical demands: percentage of time spent in each activity (estimate)

· Walking 15% - assisting patients, delivering information personally to other departments, collaborating with other department employees.

· Sitting 85% - answering the telephone, scheduling appointments and procedures in the call center, working at the front desk, extensive periods working on the computer.

3. Number of pounds that must be lifted, carried, pushed or pulled: up to 30lbs.

4. Climbing on step ladders to reach top shelves, stooping, kneeling, crouching, reaching, fingering (like keyboarding, controls on a scanner, fax, etc.)

5. Ability to speak clearly to be understood by our patients and employees.

6. Ability to hear within normal range. Able to hear patients on the phone in a noisy call center/front desk environment.

7. Acuity near and far. Ability to see within normal parameters, and to distinguish colors.

8. Ability to work for extensive periods at computer keyboarding.

9. Works in a well-lit heated/air-conditioned environment. Temperatures between 68 and 74 degrees.

10. Work may involve exposure to communicable diseases, medicinal preparations, and other conditions common to a clinic environment.

11. Minor facility housekeeping (breakroom maintenance, sidewalk maintenance)

12. Drug Rep interactions/lunch coordinator

Benefits Statement

CFG is proud to offer medical, dental, vision, life insurance, identity theft protection, a monthly HSA contribution, a 401(k) option with employer matching, 8 paid holidays, a generous PTO package, a quarterly bonus program, an Employee Assistance program, professional development opportunities, and of course, an awesome work environment!

Equipment Used

Computer, printer, multi-line telephone, headset, fax machine, scanner, postage machine.

Equal Employment Opportunity

The Centers for Gastroenterology is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, military or veteran status.

Job Type: Full-time

Job Type: Full-time

Pay: $16.83 - $20.57 per hour

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Healthcare setting:

• Clinic

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Experience:

• Customer service: 1 year (Required)
• Computer skills: 1 year (Required)
• Medical office: 1 year (Preferred)

Ability to Relocate:

• Fort Collins, CO 80525: Relocate before starting work (Required)

Work Location: In person