PATIENT SERVICES REPRESENTATIVE

Description

We hire to retire. Come join our amazing team of professionals offering total family wellness and healthcare to residents of 7 counties via our 13 offices in North Florida.

PERKS:

•  Enjoy 12 PAID Holidays including your Birthday.
•  Family focused company values for work/life balance
•  20 days of PTO per year.
•  Pay increase after initial 90 days of employment,
•  Low-cost Palms office visits and Palms Pharmacy prescriptions for employees and dependents

Position Summary

The Patient Services Representative (PSR) serves as the first point of contact for patients and other stakeholders seeking access to care at Palms Medical Group (PMG). This role is responsible for scheduling appointments, verifying patient information, and providing accurate and timely communication regarding PMG services. The PSR ensures a high standard of customer service and contributes to the overall efficiency and effectiveness of the patient’s experience.

Description of Primary Responsibilities

1) Schedule appointments for patients:

a) Answer incoming calls promptly and professionally.

b) Accurately enter and update demographic information into the PMG electronic health record (address, telephone number, email, etc.).

c) Schedule patient appointments according to Palms Medical Group guidelines and protocols.

d) Inform patients of required documentation for appointments (eg: identification, insurance card, medications, office visit fee, hospital discharge records and verification of income - if applicable).

e) Monitor and respond to voicemails for assigned offices.

f) Provide clear, supportive responses to patient inquiries. 

2) Act as a liaison for the patients:

a) Direct calls to appropriate departments or personnel as needed. 

b) Exercise sound judgment and discretion in all interactions.

c) Escalate calls appropriately according to procedures.

d) Maintain accurate documentation of all communication and activities.

e) Meet or exceed performance expectations based on established metric requirements. 

3) Patient Outreach and Follow Up:

a) Make outbound calls to cancel and reschedule patient appointments.

b) Contact patients for follow up after ER referrals to schedule hospital follow up appointments.

c) Review Quality portals to schedule hospital follow-up appointments.

4)Pre-visit workflow and Insurance Verification:

a) Update copay and insurance fields to ensure accurate pre-visit communication.

b) Verify insurance coverage using EHR system tools or external portals. 

c) Prepare the patient chart by updating information from check-in software into EHR on assigned days, to include updated insurance, scanned cards, demographics, fees, etc.

d) Send pre-visit communications and alerts to patients and patient advocates.

e) Maintain knowledge of insurance types, including deductibles, premiums, PPOs, HMOs, and provider charges. 

5)Responsible for Administrative duties:

a) Assist with special projects as call volume permits. 

b) Perform other duties as assigned by Patient Services Coordinator, Patient Services Manager, EVP of Patient Services or CEO. 

Requirements

Description of Primary Attributes

General Development:

1) Must demonstrate excellent customer service

2) Must exercise good judgement to handle calls appropriately

3) Must be organized, a self-starter and detailed oriented

4) Must be able to work independently and as part of a team

5) Must be able to handle call center environment, work quickly and multitask 

6) Must be able to handle confidential and sensitive information

7) Assist in the training and mentoring of coworkers by sharing knowledge, providing guidance, and supporting skill development.

Professional & Technical Knowledge:

1) Employee will have a working knowledge of the following office equipment:

• Computer
• Multiline Telephone
• Headset
• Copier/Scanner/Fax

2) Employee will be expected to navigate and operate, Microsoft Office suite products, including Word, Excel and Teams

3) Expected to become proficient in navigating Nextgen, LUMA, QueueMetrics and other systems required for the optimal performance of job duties 

Education & Experience:

1) High School Diploma or Equivalent

2) Prior customer service experience preferred, especially in a healthcare or call center environment