Description: GENERAL SUMMARY The Patient Service Representative I is responsible for providing customer service and ensuring the patient experience, either by phone or in person, is exemplary. The Patient Service Representative I will coordinate clerical tasks such as answering the phones, greeting patients and visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances. The Patient Service Representative I must ensure that all procedures, from identifying correct patient files to verifying insurance information, are closely followed to create a seamless patient experience between clerical and clinical staff. ESSENTIAL JOB FUNCTION/COMPETENCIES Responsibilities include but are not limited to: ? Welcomes and greets all patients and visitors, in person or over the phone. ? Is responsible for keeping the front desk area clean and organized. ? Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards). ? Collects outstanding patient balances. ? Obtains referrals and authorizations when required. ? Scans incoming faxes, consents, reports, and all other patient information into patient chart. ? Generates batch transmittal reports for each day. ? Facilitates the patient flow by notifying the provider or other medical staff of the patients? arrival, being aware of delays, and communicating with patients and clinical staff. ? Schedules follow up services and office visits for patients. ? Responds to inquiries by patients, prospective patients, and visitors in a courteous manner. ? Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment. ? Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended. ? Ensures proper hand off of responsibilities once their task is completed. ? Meets established attendance criteria and starts work promptly. Punctual and dependent for assigned/confirmed shifts. ? Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions. ? Consistently demonstrates good use of time and resources. ? Ensuring that all medical records are accurate and complete. ? Performs other position related duties as assigned. CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS ? N/A KNOWLEDGE | SKILLS | ABILITIES ? Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs. ? Ability to answer multiple incoming telephone calls. ? Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations. ? Customer-oriented with ability to remain calm in difficult situations. ? Ability to work independently and manage multiple deadlines. ? Ability to comprehend established office routines and policies. ? Ability to keep financial records and perform mathematical tasks. ? Knowledge of Medical Terminology. ? Excellent verbal and written communication skills. ? Proficient interpersonal relations skills. ? Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.). ? Ability to navigate online health insurance portals to verify benefits. ? Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse. ? Complies with HR confidentiality standards. Requirements: EDUCATION REQUIREMENTS High School Diploma or equivalent required. Some college work preferred. EXPERIENCE REQUIREMENTS Minimum of 1-3 years? customer service experience required. Experience in a medical office; specifically, urology, preferred. Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred. REQUIRED TRAVEL N/A PHYSICAL DEMANDS Carrying Weight Frequency 1-25 lbs. Frequent from 34% to 66% 26-50 lbs. Occasionally from 2% to 33% Pushing/Pulling Frequency 1-25 lbs. Seldom, up to 2% 100 + lbs. Seldom, up to 2% Lifting - Height, Weight Frequency Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33% Floor to Chest, 26-50 lbs. Seldom: up to 2% Floor to Waist, 1-25 lbs. Occasional: from 2% to 33% Floor to Waist, 26-50 lbs. Seldom: up to 2%
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