Patient Service Representative

About This Role

The Patient Service Representative is responsible for greeting visitors and patients, managing patient flow, handling telephone calls, and processing payments. This role requires a friendly and professional demeanor, excellent customer service skills, and the ability to maintain efficient administrative processes in a healthcare setting.

Responsibilities

• Greet visitors, patients, and families in a friendly professional manner and direct them appropriately
• Maintain an efficient patient flow through the registration process and provide excellent customer service to patients/families
• Promptly answer the telephone, direct all calls appropriately, take accurate messages, and deliver to the appropriate individual/demonstrate appropriate etiquette
• Inform patients of delays in physician schedules and assist with patient comfort while delayed
• Post all self-pay charges, collect payments, and provide patients with receipts
• Accurately reconcile daily payments
• Reconcile billing slips to the daily schedule
• Open and close batches properly, accurately reconcile collections, prepare deposits, and document corrections
• Scan insurance cards, process insurance verifications utilizing the online system, and update patient accounts
• Update patient information including demographics, insurance, HIPAA forms, and financial waivers
• Schedule appointments accurately according to department guidelines, using a waitlist when applicable
• Confirm future appointments as needed
• Review eligibility and phone reports
• Schedule and enter orders for diagnostic tests and procedures, following all appropriate workflows
• Work cooperatively with Patient Care Resources and clinical staff to ensure timely pre-authorizations
• Complete referrals according to departmental guidelines and properly enter into the appropriate system
• Effectively communicate problems, concerns, or issues to the Office Supervisor/Manager appropriately and promptly
• Perform various clerical duties such as faxing, photocopying, scanning, filing, and mailings
• Demonstrate flexibility with various work schedules, cover for other staff when asked, including other office locations
• Demonstrate the ability to adequately follow downtime procedures
• Perform other job duties as required

Requirements

• Pushing and pulling, taking frequency and weight into consideration
• Physical strength to lift heavy objects, carts, or items, taking frequency and weight into consideration
• Physical mobility, which includes movement from place to place on the job, taking distance and speed into account
• Dexterity of hands and fingers