Patient Service Representative Jobs

Summary:

The Patient Service Representative performs a variety of business-related duties both clerical and administrative in nature. This position requires skills in planning, organizing and problem solving. The position requires oversight of front office tasks to include greeting and registering patients, collecting payments, patient scheduling, and monitoring the assigned clinics schedules and billable claims.

This role requires close collaboration with our Billing Manager, Health Information Specialist, Intake Coordinators, Patient Care Coordinators, Patient Service Specialists, Staffing Coordinators, Clinic Managers, and all Clinicians.

Supervisory Responsibility:

This position has no supervisory responsibilities.

Essential Functions:

• Supports organizational cost containment (i.e., following work comp and PPO authorization guidelines).
• Takes initiative in using time effectively.
• Promotes a positive work environment by accepting interpersonal differences and respecting team members’ values and opinions.
• Collaboration and teamwork
• Department Operations
• Demonstrates a commitment to serving others through teamwork collaboration, developing others and supporting SpineZone values. Encourages healthy working relationships. Works effectively and as a part of a team to meet departmental goals and objectives. Is respectful and trustful of others. Decisions are made with honesty and respect, guided by SpineZone values.
• Actively sets priorities and adjusts to unscheduled situations.
• Use discretion and independent judgment in handling patient or physician complaints received
• Schedules appointments following appropriate provider guidelines both in person and over the phone.
• Greets patients and visitors in person or on the telephone, answering or referring inquiries in a friendly professional manner.
• Create and monitor a waitlist for patient appointments
• Accepts accountability for the organization's financial success while delivering the highest quality of care and service.
• Demonstrates flexibility to meet clinic and overall team needs.
• Schedules appointments with the correct visit type, provides patients with accurate appointment information, and updates patient information and appointment site location.
• Exhibits professional and friendly phone etiquette
• Electronically files all office records as necessary
• Prepares and monitors daily/weekly schedules.
• Register and schedule new patients when necessary
• Confirm new appointments
• Takes complete messages that are formatted neatly, concisely, spelled correctly and written using correct medical terminology.
• Assists team members with their tasks when needed.
• Maintains patient accounts by obtaining, recording, and updating personal and financial information.
• Provides clear communication to Clinicians about the arrival and any other communication surrounding patients
• Announces call to the connecting party when transferring a call.
• Review all work to ensure it is precise
• Balances and secures the cash drawer. Prepares daily deposit with minimal reminder to complete in an accurate and thorough manner.
• Request payment of copay, deductible, estimated out-of-pocket or good faith deposit.
• Maintains supply levels, patient brochures, petty cash, and inventory. Notifies Facilities and Clinic Manager of any repairs or maintenance needed in the environment.
• Accepts responsibility for own actions and outcomes.
• Phone Etiquette
• Financial Responsibilities
• Eager to assist the company in any other related duties assigned.
• Stays informed through staff meetings and shares pertinent information with team members.
• Protects patients' rights by maintaining confidentiality of personal and financial information.
• Knowledgeable on procedure for activating appropriate emergency support systems and monitors patient waiting area alerting clinicians of any potential medical occurrences.
• Reviews schedule daily for scheduling optimization and efficiency
• Monitors authorizations for insurance changes and resubmits authorization as needed.
• Department goals (i.e., department productivity, patient visits, KPI’s).
• Populate all demographic screens for new and established patients.
• Follows all HIPAA regulations and compliance.
• Maintains up-to-date knowledge on new insurance plans and other information provided by Billing Department
• Obtains and verifies insurance benefits for patients
• Provide new patients with required information to SpineZone and resources to services.
• Responds to all phone calls within three rings and answers with name and company.
• Scheduling
• Assists in daily maintenance and general departmental flow.
• Maintains a clean environment.
• Using a keyboard, type proficiently and accurately.
• Is helpful, knowledgeable, and thanks the caller at the end of the call.
• Follows established cash receipt policy and procedures for collection of payments.
• Processes all medical and billing record requests
• Effective, clear communication to promote efficient department operations and excellent patient care.
• Answers multi-line phone system, retrieves messages, and ensures proper messages are communicated
• Knowledgeable on patient account and billing information. Performs registration procedures and verifies insurance eligibility.
• Provide training and mentoring to new team members as directed by Leadership.
• Strong customer service skills and ability to engage well with patients
• Implements service recovery when appropriate.
• Keeps work-related discussions professional and limited to private areas.
• Initiates communication with others to ensure the job is completed successfully.
• Provides accurate information to all patients, clinicians, team members and visitors and maintains a variety of office support activities.-What are these activities?
• Provide department support and clinic needs as assigned and directed by leadership.

Skills and Qualifications:

• Proficient in Microsoft Office and Google Drive
• Medical office experience preferred with a strong emphasis in customer service, computer skills and phones
• High School Diploma required. Associates degree preferred. One year of administrative experience preferred
• Effective interpersonal and customer relations skills.
• Ability to multitask effectively and efficiently
• Knowledge of medical terminology
• Strong professional level of written and oral communication skills.
• Ability to diffuse volatile situations and use good judgment and tact in dealing with patients.
• General knowledge of office procedures.
• Ability to utilize resources in an organized manner.
• Completion of a medical receptionist or equivalent training program preferred

Why Join SpineZone?

SpineZone is a great place to be if you are passionate about helping others and want a place to grow!

Compensation Range, DOE (Hourly, Non-Exempt):

$20.00 - $22.00

Benefits:

• Vision
• Tuition Assistance Program
• Medical
• Wellness Benefits (Employee Assistance Program, Financial, Mindfulness, etc.)
• Dental
• Career Growth Opportunities
• Long Term Disability
• FSA Plan
• 401(k) with a match Generous PTO
• Life Insurance

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary. May require some driving to help support other clinics.

Travel:

Some travel to other locations is expected for this position.

SpineZone is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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