Patient Service Representative Pool

Job Description: Patient Service Representative

A Patient Service Representative acts as the first point of contact between patients and our clinics and care teams. The Patient Service Representative follows Madison Medical specific standards of practice, policies and procedures and supports the philosophy by incorporating them into the clinic. Performs other duties as assigned. This position reports to the Clinic Supervisor and Regional Director or Clinic Operations.

Responsibilities

• Greets patients and visitors and responds to routine requests for information. Answers telephone, screens calls, and takes messages.
• Schedules patient appointments timely, coordinate’s cancellations, reschedules, additions to schedules and manages physician’s schedule according to their preferences. Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient.
• Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information.
• Appropriately and accurately documents patient information in EHR.
• Provides excellent service to patients including but not limited to ensuring reminder calls are made, calling patients back in a timely fashion.
• Professionally communicates information to the patient in a manner they can understand.
• Verifies insurance for every patient and ensures payer information is correct and current.
• Ensures ABN process is being followed as necessary. Make corrections in Centricity and use insurance web sites when necessary.
• Work with the RN, MA and providers to obtain prior authorizations using appropriate technology.
• Prepares correspondence to physicians and patients.
• Ensures the timely and accurately scanning of documents into EHR and help clinic meet quality initiatives such as meaningful use objectives, etc. Ensures priority documents are scanned in on a timely basis.
• Process insurance (wrong insurance, no insurance) reports monthly.

• Works with physicians and other staff to acquire additional information to achieve encounter document completeness.
• Performs visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with a visit summary.

Qualifications

• High school diploma or equivalent preferred.

• Demonstrated competence in data entry and ability to work with computer applications.
• Excellent written and oral communication skills.
• Demonstrated ability to work with confidential information.
• Excellent organizational and prioritization skills.
• One year of experience working in a medical environment including an understanding of medical

terminology and the medical insurance process.

• Will need to work well independently and with co-workers in a team effort to service customer.
• Ability to work in a fast paced environment with a strong attention to detail and accuracy