Patient Service Specialist

SUMMARY:

This position is to function as a member of the administration team and complete assigned daily front end tasks to ensure smooth day to day operations in the physician practice. The Patient Service Specialist must maintain a professional, positive manner when talking with patients in-person, over the phone, or via email.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.

RESPONSIBILITIES:

Answers calls and routes telephone calls appropriately; takes messages, follows through with each message, ensuring that the appropriate physician/staff member receives the information. Provides routine information to callers and gives only authorized medical advice from a provider.

• Provides a high level of customer service to all new and existing patients of the practice.

• Creates patient cases and documents telephone calls and messages into Athena or other EMR.

• Schedules patient appointments and appropriate testing for patients as requested.

• Registers patients in EMR and verifies information including demographics and obtains accurate health insurance information. Conduct eligibility checks to ensure insurance is reflected accurately.

• Collects required insurance co-pays from patients including any prior balances.

• Follows scheduling notes and direct schedules patient visits in other SMG practices as advised.

• Performs pre-visit planning daily for all upcoming scheduled appointments to include running insurance eligibility.

• Responsible to obtain prior authorizations and/or insurance referrals as per practice need.

• Performs outreach to select patient groups as directed for patient care and quality measurement/guidelines. Schedules specialty appointments/testing as required.

• Performs work in EMR buckets as directed and per practice need.

• Responsible to inform manager of administrative supply needs or assists with ordering.

• Follows up with providers on missing slips and creates claims in Athena.

• Responsible to work assigned revenue cycle buckets as directed.

• Must be able to work independently with little supervision.

• Adheres to SMG policies.

• Always uses discretion to ensure patient confidentiality.

• Performs other duties as requested.

REQUIRED QUALIFICATIONS:

• One to three years as a medical secretary preferred.

• Strong customer service excellence expected.

• Excellent communication and interpersonal skills required

• Experience with EMR strongly preferred. (Athena a plus)

• Experience with Microsoft Office, Word, Excel, and Outlook preferred.

EDUCATION:

High School Diploma or equivalent required.

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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Driving Required: