Patient Service Representative - Urgent Care

Patient Service Representative

The Patient Service Representative (PSR) serves as a key member on a multidisciplinary team contributing to the daily activities of the medical office team-based care, performing a variety of administrative duties to assist the Care Team with providing patients with the highest standards of medical care and a positive customer service experience. Under the direction of the Primary Care Provider, Clinical Practice Manager and Office Supervisor, this highly motivated individual works to ensure patient satisfaction and efficient operations, is passionate about patient care, possess strong interpersonal skills, and can function independently. The ideal candidate will be motivated, energetic, and an empathetic communicator who is passionate about delivering the highest quality of care. This opportunity offers an excellent salary, great benefits as well as the ability to be part of a physician-led, patient-centric network committed to simplifying the complexities of health care and bringing a more connected kind of care.

Essential Job Functions :

• Greets visitors, patients, and families in a friendly professional manner and directs them appropriately.
• Maintains an efficient patient flow through the registration process and provides excellent customer service to patients / families.
• Promptly answers the telephone, directs all calls appropriately, takes an accurate message and delivers to the appropriate individual / demonstrates appropriate etiquette.
• Informs patients of delay in physician schedules, assists with patient comfort while delayed.
• Updates patient care team in the EHR to reflect accurate PCP
• Posts all self pay charges, collects payments, and provides patient with receipt. Accurately reconciles daily payments. Reconciles billing slips to daily schedule.
• Opens and closes batches properly, accurately reconciles collections, prepares deposits and documents corrections.
• Scans the insurance card, processes insurance verifications utilizing the on-line system, and updates the patient account. Updates patient information including demographics, insurance, HIPAA forms and financial waivers.
• Schedules appointments accurately according to department guidelines; using waitlist when applicable. Confirms future appointments as needed. Review Eligibility and Phone report.
• Schedules and enters orders for diagnostic tests, and procedures, following all appropriate workflows.
• Initiates authorization request.
• Works cooperatively with Patient Care Resources and clinical staff to ensure timely pre-authorizations.
• Completes referrals according to departmental guidelines and properly enters into the appropriate system.
• Enrolls patients in patient portal.
• Updates lab / imaging / pharmacies.
• Performs screenings as applicable.
• Arranges specific patient services such as ASL interpreter, needed transportation.
• Effectively communicates problems, concerns, or issues to the Office Supervisor / Manager appropriately and promptly.
• Actively participates in pilot programs.
• Performs patient outreach for AWV's, quality lists.
• Manages Department Staff Inbox.
• Manages patient ticklers, portal requests, online scheduling requests.
• Completes letters as assigned (no-show / late cancellation, return to work / school).

General Job Functions :

Education, Certification, Computer and Training Requirements :

Travel : Ability to commute to satellite offices as needed.