Patient Services Representative
The Care Team Patient Services Representative works collaboratively with all members of the care team providing world class service to both the patients and staff. Answers all Care Team Phone Calls within established quality metrics. Supports various other Care Teams by answering their phones (as necessary) to meet quality standards. Responsible for Queue Management, including phone messaging, appointment cancellations and rescheduling. Screens, provides information on and directs calls to appropriate department or staff to expedite patient care. Supports and facilitates communications related to labs, scripts, messaging, etc. Performs Telephone Triage per established protocols. Assists with patient service related administrative tasks to ensure patient requests are met.
Handles all PSR Desktop Management activities
Schedules, reschedules and cancels patient appointments
Provides phone support to internal and external customers within established quality metrics.
Coordinates New Patient Management (distributes packets, maintains records, initial screenings, etc.)
Follows Standard Processes and Protocols related to clinical activities (med refills, order follow through/tracking lab reporting)
Responsible for Lab results reporting as delegated
Responds to patient requests via incoming phone call, portal or written request
With Clinical Support, tracks and follows up patient issues
Issues pre-appointment lab and health maintenance reminders
Manages Web portal communications and patient related portal requests/questions
Depending on practice organizational structure, may also handle referrals and serve as subject matter expert on referrals.
Completes barcoding/faxing documents to athena (document management), ensuring timely and accurate document classification and filing of documents in patients health record.
Participates in process improvement activities
Conduct patient check-in and check-out activities as appropriate.
Collects copays and outstanding balances
Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes
Reviews missing slips and creates claims to ensure appropriate billing
At some sites will document and refill medications following the guidance given by Patient Knowledge Coupler (PKC)
HS Diploma or equivalent
3+ years experience working in an administrative and/or customer service oriented environment.
Experience in a medical environment with patient registration, billing, insurance processing or appointment scheduling preferred.
Ability to function independently and professionally
Knowledge of medical terminology preferred
Basic knowledge of current healthcare benefits and managed care insurance plans, preferred
Windows Based Computer skills: data entry and word processing ability
Demonstrated telephone etiquette and positive interpersonal skills
Ability to handle difficult conversations with patients and internal customers
Ability to multitask among phone and face to face despite frequent interruptions
Excellent organizational skills
Ability to analyze and problem solve
Detailed oriented and excellent follow through skills
Ability to work with a variety of customers ranging from patients, internal customers: medical staff and other departments, able to collaborate with peers
Must be able to work flexible hours which may include weekends, evenings and holidays
We are an equal opportunity/affirmative action employer.