Patient Services Representative

Description

The Patient Services Representative (‘PSR’) provides daily support to the administrative operations at the front desk, including patient check-in/check-out and supporting doctors and patients by answering questions and researching issues. Additionally, provides support and assists with the review, development, and updates of office workflows and processes to help improve efficiency for patient flow and support while providing better efficiency for doctors during clinic hours. 

Requirements

ESSENTIAL FUNCTIONS: 

• Answer incoming phone calls quickly and properly directs them; including taking precise, detailed messages for clinical and other staff and following up as needed.
• Professionally and efficiently schedules appointments both over the phone and in person with new and existing patients within the practice.
• Politely and quickly greet patients checking them in upon arrival and checking them out as they leave their appointment ensuring new appointments are scheduled as needed and per direction.
• Using an electronic medical record (EMR) system: Verifies insurance coverage and disability forms, confirms that appropriate referrals and prior authorizations are in place, updates demographic information as necessary, and collects patient co-pays and outstanding balances as needed.
• Properly manages incoming referrals in a timely manner scheduling appointments appropriately.
• Efficiently prioritizes tasks to ensure a smooth daily flow for patients and clinical staff.
• Uses excellent interpersonal skills, phone etiquette, and general communication skills to ensure patients, coworkers and vendors receive all information necessary to accomplish day-to-day business needs for the clinic.
• Files medical records, scans, faxes, etc., ensuring accuracy and within timelines per established procedures and protocols.
• Receives deliveries ensuring proper, efficient distribution / storage.

QUALIFICATIONS: [Education, Training, Knowledge, Skills, Abilities, and Expected Behaviors]

Required:

• 0-2 years of experience working in a professional medical office environment responsible for the front desk, or similar role.
• Minimum of high-school diploma or equivalent.
• The ability to handle challenging situations with extreme patience and professionalism.
• Effective time management and organizational skills including prioritizing daily tasks.
• Excellent verbal, written, and listening communication skills to interact with patients, physicians, coworkers, and vendors in a professional, courteous manner.
• Must be committed and reliable reporting to work on time as scheduled to ensure business needs are met.
• Experience working in a team environment and understands the commitment to be collaborative.
• Must be able to ensure accurate, timely completion of assigned tasks.
• Respectfully accepts coaching and guidance provided constructively to ensure continual improvement, career growth, and development. 
• PC Proficient with good working knowledge of Microsoft Office, including Word, Excel, and Outlook.
• Must have reliable personal transportation and be able to provide proof of insurance to ensure ability to travel as scheduled to two practice locations as scheduled or as needed to ensure proper coverage (up to a 10-mile radius with mileage reimbursement and travel time paid).
• Understands additional tasks may be assigned to meet business needs. 
• Ability to provide legal proof of eligibility to work in the United States without sponsorship now or in the future.
• Ability to successfully pass an in-depth background investigation, including clean DMV report and pre-employment drug screen.

Desired:

• Experience using ModMed or similar system
• Familiarity with healthcare terminology is highly desirable
• Experience working in a medical practice environment
• Spanish-speaking a plus, but not required

or any combination of academic education and professional training and development along with applied work experience that demonstrates the ability to successfully perform the essential functions of the position.