Patient Service Representative

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Develop and implement administrative infrastructure for a physician practice, and provide day-to-day administrative support to physician, with an aim of ensuring a smooth and seamless clinical experience for patients.

Job Description:

ESSENTIAL RESPONSIBLITIES INCLUDING BUT NOT LIMITED TO:

1.    Assist physician with all administrative aspects of patient care.  Assume responsibility for scheduling specialist appointments as well as radiology and other appointments at the NEBH and other facilities.  Ensure that requisitions are appropriately completed.  Obtain prior authorization for radiology procedures and prior approval for prescriptions as required by insurers.  Prepare insurance forms and respond to requests for medical information. Complete non-clinical portion of forms for pre-operative evaluations, school and job exams and other forms as requested, and transmit complete forms to appropriate person or agency.  Obtain lab results and other pertinent medical data from a variety of sources both within and outside of the hospital.

• Contact other physicians, pharmacies and other medical agencies to communicate information and orders issued by the physician.  Arrange for urgent diagnostic testing and specialist consultation and coordinate these with timely follow-up by primary care physician.
• With the ability to glean necessary information from the caller in order to recognize a potential medical emergence, take complete telephone messages and triage as indicated to local emergency room/911, primary care or other physician, and communicate these actions to physician.  Call patients back, when requested, with answers to questions or with instructions from physician.
• Act as practice liaison referring patients as directed and ensuring that appropriate clinical information from the medical record is transmitted.
• Call in or fax to pharmacies medication prescriptions after authorization by physician.
• Assist physician in acquiring and properly using secretarial or computer equipment and supplies.  Create documents as needed.  Type correspondence, including patient-related letters, as requested.  Typing is to be done from handwritten material as well as from Dictaphone transcription.
• Assist physician in establishing and maintaining a seamless system of tracking the completion of diagnostic tests ordered; timely follow-up of patients with outstanding medical evaluations in progress; communication with and rescheduling of patients who have cancelled or not appeared for appointments.
• Maintain physician’s administrative and clinical files and write letters in response to routine inquiries.

2.    Records

• Ensure that all charts are complete and up to date prior to the beginning of each clinical session.
• Obtain materials such as reports and outside evaluations when requested.
• Advise patients with billing or insurance questions, referring them to other departments or offices as indicated.
• With strict adherence to HIPAA guidelines, instruct callers in the proper method of requesting and obtaining medical information.
• Prepare and process billing statements for copying of medical records for outside agencies.

3.    Physical Facility.

• Keep inventory of essential supplies and equipment and ensure that these items are always available.  
• Report equipment or physical plant malfunctions to appropriate hospital department or supervisor.

4.    Fellow Employees

• Work to establish and maintain good relationships with fellow employees.
• Work cooperatively with fellow employees to solve problems and to make the practice function smoothly and efficiently.
• Fill in for fellow employees as requested or when the need arise.

5.    Strive to maintain an attitude of professionalism, service-orientation and courtesy toward patients and outside agencies in order to support the hospitals and physician’s commitment to providing exceptional patient care. 

MINIMUM QUALIFICATIONS

Education: High School Diploma or equivalent required

Licensure/Certification/Registration: N/A

Experience: 0-1 years' work-related experience required