Patient Service Representative

This position supports clinic operations by checking in patients at front desk, verifying demographics and insurance information, obtaining referral/authorization, collecting copay/deductible, scheduling appointments, entering daily clinic charges and other front desk functions.Interacts with members of the professional staff and ancillary personnel in a professional manner. Acts as liaison between physicians, nurses and patients. Interacts with patient and patient family members in a professional manner. Helps develop and maintain camaraderie between all office coordinators. Works through and solves patient issues professionally and in a timely manner. Follows proper protocol in contacting direct supervisor when questions or problems arise. Verifies and updates patient demographic and guarantor information ensuring clean claims processing. Verifies insurance benefits/eligibility through HDX or other means when necessary and manually looking at the patient's insurance card on a monthly basis. Verify type of insurance and identification of financial class. Identifies whether patient needs authorization or referral. Notifies Access Plus of need for referral or authorization when necessary. Maintains and monitors the flow of front registration procedures and patients waiting in lobby to ensure timely patient processing. Identifies deductibles, out-of-pocket expenses, co-payments, and percentage payables and facilitates the cash collection for services rendered according to CCF policy. Ensures payments received are posted daily and are balanced and batched correctly. Schedules all follow-up appointments or special testing appointments using correct Signature pathways and provides proper patient instructions. Ensures appointments are booked on proper case and add any cases or schemes as necessary. Ensures same day add-on appointment is communicated to appropriate department personnel and authorization is obtained. Obtains proper information such as PCP, referring physician, CPT/DX codes prior to entering request into referral module. Inputs reason for all visits on all appointments correctly. Enters charges into Signature accurately and in a timely manner. Answers phones in a timely and courteous manner. Maintains complete and up-to-date documentation and files at all times, including products and service quotes. Carries out work assignments with minimal supervision and exhibits good judgment. Exhibits willingness and responsiveness to supervisor's requests. Performs any other duties as assigned.

EDUCATION: Some college or technical training. Ability to multi-task. Strong computer skills, i.e., Microsoft Word and Excel.

LICENSURE/CERTIFICATION/REGISTRATION: None required.

COMPLEXITY OF WORK: All employees are expected to meet the standards of performance outlined in the Organizational-Wide Competencies listed below as applied to the position: World Class Service Orientation: Includes attitude, behavior, interpersonal skill, and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner. Adaptability: Includes teamwork and flexibility needed to fulfill job responsibilities including adapting to changes in work environment and accepting supervisory feedback. Efficiency and Effectiveness: Includes quantity and quality of desired work, as well as organization skills necessary to perform successfully. Essential Job Requirements: Includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, including maintenance of required competencies and communication skills. Supervisory Responsibilities (if applicable): Includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints. NOTE: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all inclusive nor to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.

REQUIRED EXPERIENCE: Minimum two (2) years medical office experience and/or a minimum two years medical insurance experience.

PHYSICAL REQUIREMENTS: Essential Duties: Able to relate to other health care workers and develop productive work relationships with peers and physicians. Projects a cooperative, positive helping demeanor and is able to perform well under stressful conditions. Is flexible and able to adjust to changes in assignments. Able to work under minimal supervision, prioritize workload and meet required deadlines. Physical Duties: Ability to sit for long periods of time, work in front of a computer monitor and use keyboard for sustained periods of time. Able to walk about the department and hospital and lift and carry paper, notebooks up to 10 pounds without assistance. Working Conditions: Fast-paced, very active position.

PERSONAL PROTECTIVE EQUIPMENT: Follows Standard Precautions using personal protective equipment as required for procedures. MEDICAL STAFF APPROVAL: No