Patient Service Representative

Patient Service Representative

Department: Front Office

Immediate Supervisor Title: Director of Operations

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 copay/payment outlined in the Clinic Financial policy.
• Prepares and files medical records.
• Prepares materials as needed, i.e. charge slips, face sheets, consent forms, schedules.
• Answer and direct phone calls.
• Make patient appointments. Confirm patient appointments.
• Sort and distribute incoming mail. Prepares outgoing articles for mailing.
• Maintains an orderly work area.
• Adheres to departmental policies and procedures, including patient privacy.
• Other jobs as assigned by your supervisor or management.

Other Requirements: None

Performance Requirements:

Knowledge:

• Knowledge of medical terminology and organization services.
• Knowledge of individual responsibilities to accurately direct callers.

Skills:

• Ability to use multi-line phone system, including transferring calls and paging.
• Adequate hearing to answer phone and speak with patients.
• 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 calls.

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.