Patient Services Representative

Overview

COMPENSATION RANGE: $18-$34.68(DOE)

The Patient Service Representative (PSR) is responsible for the full scope of inbound and outbound patient interactions and functions, including telephone, internet or in-person contact; patient scheduling and logistics; executing daily workflows (cancellation, missed visit and tickler-recall deployment); and revenue cycle activities such as claim scrubbing and missing slip completion.

• Schedule and accurately complete full registration for patients requesting appointments, adhering to policies and procedures regarding appointment scheduling and registration.
• Initiate pre-registration process and ensure all demographic, insurance information is accurate and up to date on the patient’s chart.
• Verify insurance information, verification of benefits, and insurance referral information.
• Obtain legal photo identification and (if applicable) insurance card(s) and validate patient identity and coverage prior to services being rendered to ensure patient safety and financial reimbursement.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Assure ease of patient flow through the clinical care process.
• Provide patients with all required information regarding appointments and payment policies (e.g., medical records, parking, cash policies, anticipated charges, cancellation policy).
• Provide upfront financial counseling at check-in, including identifying alternate funding resources and establishing payment plans.
• Advise patients of financial obligations and collect funds according to established guidelines.
• Act as a liaison/advocate for patients, physicians, and staff, facilitating ease of care and identifying and resolving trouble spots and patterns in care provision.
• Notify appropriate parties of appointment time, referral criteria, insurance verification, and prior authorization requirements.
• Train other patient services representatives and provide excellent customer service skills.
• Comply with company policies and standards.

High School Graduate or General Education Degree (GED).

2+ years experience in a patient-facing healthcare function or other customer service function preferred.

• Excellent verbal and written communications skills in English. Bi-lingual a plus.
• Must possess excellent critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Mathematical and cash management skills.
• Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across diverse backgrounds.
• Ability to work as an integral team member under minimal supervision in a fast-paced, complex environment.
• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with policies and HIPAA regulations.
• Computer literate and able to use multiple systems; proficient with Microsoft Office Suite.