The Patient Service Representative performs a variety of business-related duties both clerical and administrative in nature. This position requires skills in planning, organizing and problem solving. The position requires oversight of front office tasks to include greeting and registering patients, collecting payments, patient scheduling, and monitoring the assigned clinics schedules and billable claims.
This role requires close collaboration with our Billing Manager, Health Information Specialist, Intake Coordinators, Patient Care Coordinators, Patient Service Specialists, Staffing Coordinators, Clinic Managers, and all Clinicians.
Supervisory Responsibility:
This position has no supervisory responsibilities.
Essential Functions:
Collaboration and teamwork
Demonstrates a commitment to serving others through teamwork collaboration, developing others and supporting SpineZone values. Encourages healthy working relationships. Works effectively and as a part of a team to meet departmental goals and objectives. Is respectful and trustful of others. Decisions are made with honesty and respect, guided by SpineZone values
Effective, clear communication to promote efficient department operations and excellent patient care
Stays informed through staff meetings and shares pertinent information with team members.
Assists team members with their tasks when needed.
Provides clear communication to Clinicians about the arrival and any other communication surrounding patients
Demonstrates flexibility to meet clinic and overall team needs
Assists in daily maintenance and general departmental flow
Promotes a positive work environment by accepting interpersonal differences and respecting team members’ values and opinions
Provide department support and clinic needs as assigned and directed by leadership
Provide training and mentoring to new team members as directed by Leadership
Phone Etiquette
Exhibits professional and friendly phone etiquette
Answers multi-line phone system, retrieves messages, and ensures proper messages are communicated
Responds to all phone calls within three rings and answers with name and company
Is helpful, knowledgeable, and thanks the caller at the end of the call
Takes complete messages that are formatted neatly, concisely, spelled correctly and written using correct medical terminology
Announces call to the connecting party when transferring a call
Department Operations
Follows all HIPAA regulations and compliance
Strong customer service skills and ability to engage well with patients
Greets patients and visitors in person or on the telephone, answering or referring inquiries in a friendly professional manner
Maintains a clean environment
Use discretion and independent judgment in handling patient or physician complaints received
Provides accurate information to all patients, clinicians, team members and visitors and maintains a variety of office support activities.-What are these activities?
Prepares and monitors daily/weekly schedules
Obtains and verifies insurance benefits for patients
Electronically files all office records as necessary
Processes all medical and billing record requests
Maintains supply levels, patient brochures, petty cash, and inventory. Notifies Facilities and Clinic Manager of any repairs or maintenance needed in the environment
Knowledgeable on procedure for activating appropriate emergency support systems and monitors patient waiting area alerting clinicians of any potential medical occurrences
Keeps work-related discussions professional and limited to private areas
Implements service recovery when appropriate
Eager to assist the company in any other related duties assigned
Financial Responsibilities
Maintains patient accounts by obtaining, recording, and updating personal and financial information
Accepts accountability for the organization's financial success while delivering the highest quality of care and service
Protects patients' rights by maintaining confidentiality of personal and financial information
Supports organizational cost containment (i.e., following work comp and PPO authorization guidelines)
Takes initiative in using time effectively
Actively sets priorities and adjusts to unscheduled situations
Accepts responsibility for own actions and outcomes
Initiates communication with others to ensure the job is completed successfully
Department goals (i.e., department productivity, patient visits, KPI’s)
Request payment of copay, deductible, estimated out-of-pocket or good faith deposit
Follows established cash receipt policy and procedures for collection of payments
Balances and secures the cash drawer. Prepares daily deposit with minimal reminder to complete in an accurate and thorough manner
Knowledgeable on patient account and billing information. Performs registration procedures and verifies insurance eligibility
Maintains up-to-date knowledge on new insurance plans and other information provided by Billing Department
Scheduling
Schedules appointments following appropriate provider guidelines both in person and over the phone
Schedules appointments with the correct visit type, provides patients with accurate appointment information, and updates patient information and appointment site location
Confirm new appointments
Reviews schedule daily for scheduling optimization and efficiency
Populate all demographic screens for new and established patients
Register and schedule new patients when necessary
Provide new patients with required information to SpineZone and resources to services
Monitors authorizations for insurance changes and resubmits authorization as needed
Create and monitor a waitlist for patient appointments
Using a keyboard, type proficiently and accurately
Review all work to ensure it is precise
Skills and Qualifications:
High School Diploma required. Associates degree preferred. One year of administrative experience preferred
Completion of a medical receptionist or equivalent training program preferred
Medical office experience preferred with a strong emphasis in customer service, computer skills and phones
Knowledge of medical terminology
Ability to multitask effectively and efficiently
Proficient in Microsoft Office and Google Drive
Ability to utilize resources in an organized manner
General knowledge of office procedures
Effective interpersonal and customer relations skills
Strong professional level of written and oral communication skills
Ability to diffuse volatile situations and use good judgment and tact in dealing with patients.
Bilingual in Spanish preferred
Why Join SpineZone?
SpineZone is a great place to be if you are passionate about helping others and want a place to grow!
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands:
This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary. May require some driving to help support other clinics.
Travel:
Some travel to other locations is expected for this position.
SpineZone is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Powered by JazzHR
KpiF520up7
Seniority level
Entry level
Employment type
Part-time
Job function
Health Care Provider
Industries
Internet Publishing
Referrals increase your chances of interviewing at SpineZone by 2x