Patient Services Representative

Full-time (40 hrs per week, Monday thru Friday) 

On-site (no remote) 

Pay range: $18.50 - $20.75 / hr 

About the Practice

We are a long-standing, independent orthopedic surgery practice in Flagstaff, Arizona, supporting high-performing surgeons and multidisciplinary clinical teams. Our organization values operational excellence, accountability, and a strong internal culture built over many years. We have clinic locations in Flagstaff, Cottonwood and Kingman. Our center provides integrated ancillary services for patient convenience including digital x-ray, ultrasound, custom bracing, durable medical equipment, EMG/nerve conduction studies, and occupational and physical therapy. 

FBJ Core Ideology: Always respect patients’ time and money while fostering a culture of excellence.

The Opportunity

As our practice continues to grow, we are seeking a Patient Services Representative to work administratively to provide front-end service and scheduling help to patients. This PSR will provide day-to-day patient support while continuing to drive excellence. The right candidate is someone who has a great working knowledge of how a medical clinic operates as well as how insurance works. Ideally, they have worked in an administrative or healthcare reception type of position, and are ready to advance their medical career in a demanding, fast-paced orthopedic environment. This is a professional, patient-centered role perfect for a people person who loves to help a variety of different individuals, all day,. 

There will be on-the-job training, which will set success markers and goals for learning, building trust, communicating and ultimately being the "front-of-the-house" support for our clinical operations. 

Responsibilities include:

• Serving as one of the most valuable members of the FBJ team - you are a patient's FIRST IMPRESSION of us
• Fast learning and retention of healthcare industry knowledge, i.e. medical terminology, services, anatomy, insurance, authorizations, EMRs, and more
• Heavy phone use, answering a multi-line phone as the first point of contact for the clinic
• Cross-training in front office reception greeting patients, and checking them in and out for appointments
• Answering a multi-line phone and serving as the first point of contact for patients
• Field a variety of inquiries, requests, and conversations with patients
• Schedule patient appointments for a multi-provider practice
• Assist with and/or relay patient requests/questions to clinical staff
• Monitor provider schedules to ensure scheduling accuracy
• Perform various admin duties such as processing referrals, medical records, and test results
• Other administrative projects/duties as directed

Position Requirements and Preferences:

• General understanding of outpatient services, patient flow, and general healthcare business
• Medical office and billing/insurance verification experience preferable
• Exceptional customer service skills
• Able to handle a high volume of phone calls with daily targets
• Must believe in a patient-centered approach
• Outstanding teamwork attitude
• Excellent interpersonal and communication skills
• There is no tolerance for tardiness, absenteeism, or poor reliability
• Learn and work at an efficient and fast pace
• Must be self-motivated, with a great personality, fun to be around, and engaging on the phone

  Knowledge, Preferred: 

• Knowledge of insurance rules and regulations including eligibility and referral requirements
• Understanding of how a medical clinic works and each of the touchpoints within a patient's journey
• Knowledge of medical terminology, anatomy, and HIPAA Guidelines
• Computer knowledge, including Windows-based programs - EMR/EHR experience preferred

Finalization of hiring is contingent on a clear background check.

FBJ offers the following BENEFIT PROGRAMS (for full-time employees):

· Medical Insurance 

· Health Savings Account (H.S.A.)

· Dental Insurance

·  Vision Insurance

· Telehealth medical care 

· Life Insurance

· Free group term life insurance

· Short-Term Disability

· 401k & 401k ROTH Retirement plan * After 1 year

· Eight paid days off for holidays

· Paid Time Off (PTO): 80 hours of PTO in your first year, with 120 hours provided to you on your anniversary date

NOTES about our benefit programs:

· Medical benefits begin the first of the month following 60 days

· FBJ pays entire premium for $50k of group term life insurance

· $500 credit to be used at FBJ, if you or your family needs care with us

- $25 / mo. gym membership credit