Patient Service Representative (PSR)

Description

At Southeast Primary Care Partners and Southeast Medical Group, we strive to be the industry's leading healthcare provider and employer of choice. We welcome professionals enthusiastic about joining an organization with boundless opportunities and an unmatched purpose.

Our mission is to provide the best quality healthcare and bettering the lives of the people and communities we serve. Every team member is essential part to our continuous improvement; the selection, development and future growth of our exceptional talent remain the key to our success. Our organization supports an environment for our employees to explore their potential and professional development. We reward innovation and creativity that sustains the future success of our teams and mission in a constantly evolving landscape.

We embrace diversity, collaboration and growth. Our team comprises highly-trained, passionate professionals of all backgrounds and disciplines who bring unique skills and passion. We believe that all lives are entitled to the best possible care, and our steady expansion brings forth career opportunities in a growing list of cities and states across the Southeast. Apply today, if you are ready to grow-innovate-create, and serve amongst a top-tier team driving the future of value-based healthcare!

Job Summary

The Patient Services Representatives is responsible for greeting (checking in and checking out), scheduling patients, and collecting, recording and balancing payments.

Requirements

Patient Service Representative-l

Responsibilities

• Greets patients as they arrive and manages 20-minute wait time.
• Assists patient with intake processes including copying required documents.
• Collects co-payments, co-insurance and deductibles and issues receipts.
• Manages cashier box and daily deposits according to company policies.
• Processes walk-in patients and visitors.
• Answers phones and schedules appointments (special focus on physician requested return visits).
• Schedules referrals as indicated.
• Assists with patient outreach as applicable (e.g., next-day reminders).
• Manages medical records (maintains, files/scans, prepares for schedule).
• Ensures all correspondence is scanned and/or filed in timely manner.
• Performs all other related duties as assigned

Education, Experience and Skills

• High school graduate or GED required.
• One year of related work experience including data entry.
• Working knowledge of medical office procedures and medical terminology.
• Ability to accurately sort and file materials by alphabetic or numeric systems
• Effective communication and customer service skills required (AIDET).
• Successful initial competency assessment, following rotational training.
• Excellent interpersonal skills
• Ability to always communicate clearly and effectively with patients and other external parties in a courteous and friendly manner
• Must be detail-oriented and highly organized
• Firm grasp on administrative processes, and organizational policies
• Knowledge of patient care and examination procedures
• Must be able to maintain confidentiality at all times
• Microsoft Office Suite
• ICD-10 and CPT experience preferred
• Proficient in patient check in, check out and referral process.

Patient Service Representative-II

Responsibilities

• Perform all responsibilities for PSR-I
• Assist in training and evaluation of new hires
• Assisting other PSRs and providers in need
• Assisting PSR-Team Lead as directed
• Solves issues of moderate complexity
• Assists in training of new PSR’s
• Performs all other related duties as assigned

Patient Service Representative-lll

Responsibilities

• Performs all responsibilities for PSR-II
• Informs patients about delays and wait times
• Maintain confidentiality pf Patient PHI and other related information according to Practice practices and HIPPA
• Reviews end of day reporting and confirms that all Medicare patients are scheduled for MCAWE. Answers any questions patients may have.
• Assist with achievement of new patient goals by discussing positive qualities of the practice during check out.
• Understands practice goals and new patient process
• Assist in re-evaluation and retraining process for PSRs on PIP or other competency improvement plans
• Make sure early and late PSRs schedules are set
• Assist practice manager on clinical tasks as directed
• Assist with patient complaints as needed
• Guide patients and clinical staff to the proper authority for any issues
• Assist with clinic scheduling problem solving, patient wait times, and other areas of concern to increase efficient and quality services
• Performs all other related duties as assigned

Patient Service Representative- Team Lead

Responsibilities

• Performs all responsibilities for PSR-III
• Guide PSR staff to better business outcomes
• Ensures office protocols are enforced
• Assists in training PSR’s
• Assists in hiring process of new PSR’s
• Performs all other duties as assigned
• Assist in the supervision of work and performance of clinic staff and other support staff, as instructed, including input for performance reviews and corrective action plans as needed
• Assist with interviewing new PSR candidates and providing input
• Oversee and train new and existing staff as directed by practice manager
• Perform other administrative tasks as assigned by the practice manager
• Assist with other administrative projects and tasks as needed
• Team leads are the first chain in the management ladder.
• Arranges staff to best manage patient flow.
• Handles problems and complaints from staff members.
• Any situations that are beyond the team leads abilities will be escalated up to the manager for resolution.
• Team leads are responsible for their assigned PSRs. Duties include ensuring PSR tasks are completed and ensuring training requirements are up to date (e.g., LMS courses)
• Performs other duties as assigned by management

Physical & Mental Requirements:

• Ability to lift up to 50 pounds
• Ability to push or pull heavy objects using up to 50 pounds of force
• Ability to sit for extended periods of time
• Ability to stand for extended periods of time
• Ability to use fine motor skills to operate office equipment and/or machinery
• Ability to receive and comprehend instructions verbally and/or in writing
• Ability to use logical reasoning for simple and complex problem solving
• Ability to travel to multiple locations to support business needs as required