Job Summary:

The Patient Service Representative is responsible for creating and maintaining a positive, welcoming environment for all patients, families, and visitors while performing the requested duties. These duties will include interviewing patients and families to obtain all demographic and financial information, scheduling and confirming patient appointments, verifying patient insurance, explaining financial responsibility to patients or patient representatives, and collecting same-day payments.

Shift:  Monday - Friday with rotating Saturdays and some early eves.

Duties/Responsibilities:

(95%) Patient Care

• Demonstrates the company’s values in daily activities
• Greet patients, families, and visitors in a courteous and helpful manner
• Ensures the accuracy of patient data entered in the RIS
• Prioritizes tasks via RIS management (schedule scrubbing) to support current and future patient exam needs – specifically requesting clinicals and flagging/fixing errors in order entry
• Engages customer needs and preempts needs for later service recovery
• Supports walk-in and physician office scheduling calls directly to the center
• Participates in TOS collection of patient financial responsibility and works with the Center Manager and the rest of the front office team to reach monthly TOS goals
• Schedules and confirms walk-in diagnostic exams and procedures
• Acts as a liaison to PACE and centralized Insurance Authorizations (i.e., CAD, etc.) as a supportive partner for centralized services
• Inventories and prepares orders for a center leader to use to replace supplies, utilizing provided tools and templates (in the absence of PSR Supervisor)
• Completes CD burning for patients and physicians who request unit digitals
• Communicates to the patient or patient representative any financial responsibility
• Calmly handles patient experience and customer service issues

(5%) Completes other tasks and projects as assigned

Required Knowledge, Skills, and Abilities: 

• Knowledge of and adherence to company policies and protocols
• Knowledge of and adherence to HIPAA and safety guidelines
• Knowledge of basic level computer skills
• Skill in organizing and prioritizing work and following assignments through to completion
• Skill in written and verbal communication
• Ability to work independently and in a team environment
• Ability to work in a fast-paced environment and meet established deadlines
• Ability to be flexible in schedule and adaptable to constant change
• Ability to effectively handle details with accuracy
• Ability to maintain regular attendance and on-time approval to work as scheduled
• Ability to deliver high-quality customer service to internal and external customers by communicating with integrity and compassion
• Ability to resolve service recovery issues and understand when to escalate to the next level
• Ability to remain calm in difficult situations

Education and Experience:

• High School Diploma or equivalent required.
• At least one (1) year of office experience in a healthcare setting preferred

Physical Requirements:

• Requires the use of office equipment, such as computers, fax machines, telephones, and copiers
• Requires computer-related activities for extended periods
• Requires the ability to see, hear, speak, write and key