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About the Role
The Patient Service Representative provides customer service to all customers, both over the phone and at the check-in area, for all arriving and departing patients. This position is responsible for scheduling future appointments both in person and via the telephone, registering new patients in the EHR, checks registration forms for completeness and accuracy, and scans registration into patient EHR.
Responsibilities
- Accurately register new patients in the OOH electronic medical record (EMR) system, checking to see if the patient was previously registered and verify demographic and insurance information for accuracy.
- Promptly and courteously, greet arriving patients and guests.
- Promptly check patient in, including, but not limited to accurately updating insurance, yearly demographic information (registration form) and collecting any payments required from the patient.
- Promptly check patient out.
- Process payments received via mail, phone, or in-person.
- Schedules future appointments as needed, at both checkout window and over the phone.
- Refer patients to Patient Accounts Office if financial plans are necessary.
- Scans all completed patient paperwork into patient EMR in a timely manner.
- Maintain phone etiquette; answer phones, transfer calls, take accurate messages and assign appropriately, document prescription refills and assign to correct provider.
- Monitors appointment schedules.
- Respond to Patient/Physician inquiries.
- Reschedule patient appointments when providers call in sick or schedule time off.
- Direct patients that need assistance with their health insurance to the embedded Facilitated Insurance Enroller.
- Call appointment reminders for physicals and all new patient appointments and change appointment status to “confirm” when done.
- Call failed appointment reminder calls to attempt to confirm appointment.
- Communicate effectively with patients and staff from all departments.
- Attend regular staff meetings, trainings, and other meetings as requested.
- Maintain a safe, clean and orderly work area at the front desk and waiting room.
- Schedule interpreters (internal or external) for patient appointments.
- Balance cash receipts at the end of shift and prepare appropriate reports.
- Ensure the building is unlocked in the morning, and locked at night with the alarm set by the last employee to leave the building.
- Adhere to all organizational policies and procedures.
- Perform any other reasonable requests from management.
Requirements
- Communicate effectively with patients, and co-workers in other departments.
- Participate in organizational efforts to provide the highest quality patient care.
- Ability to work a flexible schedule. Some evenings and weekends may be required.
Skills
- Customer service
- Scheduling appointments
- Patient registration
- EMR systems
- Payment processing
- Phone etiquette
- Communication
Experience Level
- 1-2 years of medical office experience/call center preferred
- 1-2 years of prior administrative or customer service experience
Education Level
- High School diploma or equivalent
Benefits
- Health / Dental /Vision Insurance
- Retirement Plan
- Tuition Reimbursement
- Public Service Loan Forgiveness
- Generous Time Off