Patient Services Representative

We are seeking a patient-focused Patient Services Representative to join our team at our Niagara Falls Memorial Medical Center clinic in Niagara, Falls, NY. 

Roswell Park Care Network is a recognized leader in oncology and specialty care, supporting community physician practices across New York State. We are committed to delivering exceptional patient care while advancing innovative treatment options in a collaborative and patient-focused environment.  

Comprehensive Benefits: 

• Monday-Friday schedule
• Medical, dental, and vision coverage
• Employer funded Health Reimbursement Account (HRA)
• 401(k) with company match
• Generous vacation and sick time
• Company-paid life insurance
• 11 paid Holidays limited latitude for utilizing judgment and initiative.

Responsibilities:

Medical receptionist

• Greet and welcome all patients: Creating a friendly and welcoming environment is paramount, setting the tone for the entire patient visit. This involves greeting patients and visitors in person and over the phone professionally.
• Announces patients, visitors as needed with sensitivity.
• Interact with fellow workers in a way that promotes a respectful and cooperative working environment
• Assists nurses, physicians, and other clinical and/or medical staff l with administrative support
• Accurately and efficiently respond to tasks received from providers, other office staff, and billing
• Open and close the patient waiting room
• Utilize spare time in work related activities which contribute to the clinic's needs
• Must adhere to policies, procedures and regulations as outlined in the office policy and procedures manual

Registration and Information Management

• Register patients using EMR.
• Coordinates and prepares patient’s appointments and itinerary
• Check insurance eligibility and verification on every patient
• Collect and scan insurance and other required documents
• Check report to ensure coverage and proper co-pay collection
• Confirm insurance eligibility and verification prior to scheduling new patient appointments
• New patient intake including entry into EMR
• Verify and update patient demographic and insurance details at each visit.
• Collect identification and insurance cards, copying or scanning them for the patient's record.
• Scan other relevant patient information into the Electronic Medical Record (EMR).
• Enters data from source documents into computer following format displayed on screen and enters necessary codes; compiles, sorts and verifies accuracy of data to be entered; responds to inquiries regarding entered data and makes corrections as necessary
• Retrieves patient records, test results and/or charts from outside sources
• Prepares paperwork and patient records related to their area of responsibility

Financial Responsibilities

• Collect co-pays and past due balances on patient accounts. Process payments and issue receipts. Handle insurance inquiries and verify insurance eligibility.

Appointment Management

• Optimize provider schedules by efficiently scheduling and confirming appointments. Answer phones, taking messages, and making appointments.   
• Calling and rescheduling cancellations.
• Monitor’s voicemails and returns calls
• Creates reminder calls

Patient Support and Communication

• Answer patient inquiries, provide general information, and address concerns. Help patients complete medical forms and guiding them on next steps. Ensure patient privacy and confidentiality, following HIPAA regulations.  
• Invites every patient to join the patient portal and includes proper paperwork and education to the patient
• Patient check-out.
• Act as a liaison between patients and healthcare providers.
• Maintain and update patient records. Maintain office inventory and equipment, including ordering supplies. Maintain cleanliness and organization of the reception area. 
• Creates and mails patient letters (no show and 3 call attempt)
• Provides assistance to patients and family members; refers questions to the appropriate department or individual
• Maintains, sorts, files, and obtains patient records, files and/or charts

Other Duties and Responsibilities:

• Backup for Medical Records
• Duplicates and distributes photocopies, as needed
• Assists in training other staff members on the appropriate use of equipment, office systems and work procedures as requested
• Assists other departments with administrative duties, as requested
• Prepares other written documentation as required by the profession and the department; maintains, distributes, analyzes and projects information for required records, reports and statistics, as directed
• Update HealtheLink, as requested
• Enhances professional growth and development by participating in educational programs, reading current literature, and participating in in-service meetings and workshops.
• Performs other related duties as assigned or requested

Education & Experience: 

• High School diploma or G.E.D. and the equivalent of one (1) year of full-time clinical or administrative health care experience; or
• High School diploma or G.E.D. and the equivalent of six (6) months of full-time RPCI Oncology, PC clinical or administrative health care experience.
• Must have one (1) year customer service experience in an office, preferably with patients
• Successful completion of an accredited medical office assistant education program preferred
• Must have experience working in Windows and with MS Office software