Senior Patient Service Rep - Tower Hematology Oncology

The Senior Patient Service Rep is responsible for positive patient relations, accurate telephone communication, appointment scheduling, patient registration, as well as payment and co-payment collection. This position also performs routine duties associated with the collection and maintenance of current patient demographics and insurance information. Able to independently perform these responsibilities based on the standard work for their department with minimal direction.

Job Duties and Responsibilities:

• Check in and out patients and collect co-payments/give receipts/reconcile payments. Verifies that patient demographic and insurance information is accurate in CS-Link.

• Schedule appointments, complete patient registration, collect patient payments and to deliver a high standard of customer service.

• Finds opportunities for improvement within CS Link and department workflows.

• As liaison coordinates administrative support activities including facilities management, patient billing, utilization management, quality management, risk management, human resources, and payroll. Ability to establish and maintain collaborative relationships with peers, physicians, patients and departments.

• Coordinates communication between patients, family members, medical staff, administrative staff, insurance plans and other departments.

• Actively participate in lean management processes by detailing, monitoring and updating department specific data.

• Manages physician master schedules and coordinate all schedule changes as instructed. Handle patient/provider correspondence as instructed.

• Process and track referrals and authorizations for various insurance types.

• Manages patient care flow and assist with monitoring CS-Link message pools and standard work.

• Monitors their own workflow to meet the requirements of their position at a level of expertise that requires minimal direction.

• Explains policies, procedures or services to patients using administrative knowledge.

• Participates in daily huddles and staff meetings with topics and presentations to improve positive and effective partnership.

• Practice infection prevention standards and all department policies and procedures.

Education:

High school diploma or GED preferred.

Experience:

Three (3) years of Patient Service Representative or Medical Assistant experience in an outpatient medical office setting required.