Patient Services Representative

Description

JOB SUMMARY

A Patient Service Representative is a multi-skilled person trained to assist patients in the all non-clinical aspects of a front office medical practice, to include but not limited to the scheduling process, obtaining necessary referrals, verifying patient demographics and insurance information, collecting co-pays, and resolving patient inquiries. The Patient Service Representative assists patients, the Practice Manager, physicians and clinical staff to ensure operational efficiencies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•  Identify yourself to internal and external customers by wearing your identification badge at all times.
•  Greet patients with courtesy and respect. Answer questions and direct requests appropriately and efficiently.
•  Schedule patient appointments within the prescribed protocol.
•  Prepare charge tickets as directed.
•  Verify all necessary referral and authorization information is in place prior to the appointment.
•  Check-in patients, obtain pertinent information, copy and scan insurance cards as applicable, provide new patient forms, etc.
•  Verify and update demographics and insurance in the practice management system at each patient encounter.
•  Notify clinical staff patient has arrived and provide appropriate documentation and information for the visit.
•  Collect all co-payments, deductibles and other monies owed at the time of service. Follow established protocol for receipting collections, and deposits.
•  Complete deposit log at end of each day or as directed.
•  Check out patient according to office protocols.
•  Answer telephones promptly and in a professional manner according to Corporate customer service standards.
•  Verify patient appointment via telephone minimum prior to patient appointment as instructed.
•  Prepare all pertinent information for scheduled appointments, according to protocol.
•  Deliver outgoing correspondence and mail to the mailroom and other locations as appropriate.
•  Collect incoming mail from the mailroom, sort, and deliver to the appropriate person in the department.
•  Other duties as assigned.

CORPORATE CULTURE RESPONSIBILITIES

•  Follow established corporate and department-specific policies and procedures.
•  Attend all corporate and department-specific required training.
•  Uphold MCC’s Purpose, Values, and Vision.
•  Abide by MCC’s Corporate Culture Responsibilities.
•  Perform other duties as may be assigned cheerfully and willingly.  

Requirements

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum education requirement is high school diploma, or equivalent.
• Six (6) months experience in a healthcare or customer service environment preferred.
• Must successfully pass Patient Services Representative (PSR) training and can perform all responsibilities associated with PSR duties within 90 days of hire or transfer into position.  

KNOWLEDGE, SKILLS AND ABILITIES

• Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills. 
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications.Preferred ability of typing 40 cwpm.
• Proficient in use of English language both in written and verbal communication.
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/3 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.