Patient Services Representative

JOB SUMMARY 

A Patient Service Representative is a multi-skilled person trained to assist patients in the all non-clinical aspects of a front office medical practice, to include but not limited to the scheduling process, obtaining necessary referrals, verifying patient demographics and insurance information, collecting co-pays, and resolving patient inquiries. The Patient Service Representative assists patients, the Practice Manager, physicians and clinical staff to ensure operational efficiencies.

 ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Identify yourself to internal and external customers by wearing your identification badge at all times.
• Greet patients with courtesy and respect. Answer questions and direct requests appropriately and efficiently.
• Schedule patient appointments within the prescribed protocol.
• Prepare charge tickets as directed.
• Verify all necessary referral and authorization information is in place prior to the appointment.
• Check-in patients, obtain pertinent information, copy and scan insurance cards as applicable, provide new patient forms, etc.
• Verify and update demographics and insurance in the practice management system at each patient encounter.
• Notify clinical staff patient has arrived and provide appropriate documentation and information for the visit.
• Collect all co-payments, deductibles and other monies owed at the time of service. Follow established protocol for receipting collections, and deposits.
• Complete deposit log at end of each day or as directed.
• Check out patient according to office protocols.
• Answer telephones promptly and in a professional manner according to Corporate customer service standards. Verify patient appointment via telephone minimum of 2 days prior to patient appointment.
• Prepare all pertinent information for scheduled appointments, according to protocol.
• Deliver outgoing correspondence and mail to the mailroom and other locations as appropriate.
• Collect incoming mail from the mailroom, sort, and deliver to the appropriate person in the department.
• Other duties as assigned.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.  
• Abide by MCC’s Corporate Culture Responsibilities. 
• Perform other duties as may be assigned cheerfully and willingly.

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum education requirement is high school diploma, or equivalent.
• Six (6) months of experience in a healthcare or customer service environment preferred.
• Must successfully pass Patient Services Representative (PSR) training and be capable of performing all responsibilities associated with PSR duties within 90 days of hire or transfer into position.   

KNOWLEDGE, SKILLS AND ABILITIES

• Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills. 
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications. Preferred ability of typing 40 cwpm. 
• Proficient in use of English language both in written and verbal communication. 
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/3 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Must be able to be mobile and work in various positions (standing, sitting, bending, and walking) for extended periods.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints. 
• Must be able to work under stress and remain calm and professional. 

WORK ENVIRONMENT

• Clinical front office environment
• Exposed to frequent and constant interruptions in daily functions/schedule. 
• Must be available to customers and staff throughout the day. 
• May be required to work extended hours to meet department needs.