Front Desk Representative (Patient Service Representative)
JOB DESCRIPTION
Job Title: Patient Service Representative
Department: Front Desk
Immediate Supervisor Title: Front Desk Supervisor
Job Supervisory Responsibilities: None
Job Summary: A nonexempt, clerical position responsible for greeting patients/assisting
visitors, scheduling and coordinating appointments, and receiving incoming telephone calls in a prompt, courteous,
and professional manner.
EDUCATION AND EXPERIENCE:
- High school diploma or equivalent.
- One year of experience in customer service or reception, preferably in a health care environment.
- Experience with Electronic Health Records, preferable.
RESPONSIBILITIES:
- Greet, register, and check in patients.
- Obtain demographic information, consents, and insurance information. Obtain insurance cards and picture identification. Obtain referral information. Maintains information as required.
- Collect copays and past due payment per Clinic policy.
- Prepares, files and scans medical records.
- Posts for the clinic day by reviewing insurance information, past visit information, demographics, consents, and payment requirements.
- Answer and direct phone calls.
- Make patient appointments following clinic protocols. Confirm patient appointments.
- Sort and distribute incoming mail. Prepares outgoing mail as needed. Prepares and sorts in office delivery.
- Maintains an orderly work area.
- Adheres to departmental policies and procedures, including patient privacy.
- St. Paul Eye Clinic uses electronic communication frequently to communicate pertinent information. It is the responsibility of the employee to read and comprehend emails, teams messages, and software communication.
- Other jobs as assigned by your supervisor or management.
Other Requirements: This job requires travel to other sites as needed to cover vacations and sick calls. The front desk position is Monday – Friday and a rotating Saturday morning shift. Shifts throughout the week vary from 7:15am – 7:00pm, depending on the shift assigned.
Performance Requirements:
Knowledge:
- Knowledge of medical terminology and organization services.
- Knowledge of individual responsibilities to accurately direct callers and patients.
- Knowledge of customer service principles and techniques.
Skills:
- Ability to use multi-line phone system, including transferring calls.
- Ability to speak clearly and loudly enough to be heard by callers and patients.
Abilities:
- Elicits appropriate information to route calls to the appropriate person.
- Prevents, calms, or defuses irate callers and patients by working with them to identify concerns and properly directs them.
- Ability to multitask effectively, dealing with phone calls, in-office patients, staff, and others pleasantly.
Equipment Operated: Standard office equipment including computers, scanners, fax machines,
copiers, printers, telephones, etc.
Work Environment: Position is in a well-lighted office environment. Occasional evening and
weekend work.
Mental/Physical Requirements: Involves sitting approximately 90 percent of the day, walking or
standing the remainder.
DISCLAIMER: This job description is intended to convey information essential to understanding the current scope of the job and the general nature and level of work performed by current job holder(s) within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. St. Paul Eye Clinic reserves the right to change the expectations of the job and assign or reassign duties and responsibilities at any time.
Rev. 02/2023
