Patient Service Representative

Overview

The Patient Service Representative (PSR) is an important member of the physician's care team and critical for creating a pleasant and seamless patient experience within an ambulatory clinic. This role is responsible for front desk operations including greeting and checking in patients and visitors, answering calls, copay collection, completing MyChart and EMR appointment requests, processing external medical records, and helping the physician care team prepare for daily patient appointments.

May assist with checking patients out and scheduling follow up activities as needed.

Position Title:

Patient Service Representative

Location:

Liberty Hospital Medical Plaza East

• Pre-Visit Scheduling:
  Schedule internal and external incoming department referrals.
• Schedules in-person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees.
• Maintains extensive knowledge of appointment types, locations, providers, and specialties.
• Works to achieve a coordinated patient itinerary sometimes consisting of multiple appointments.
• Responsible for registration of patient during the scheduling process, including entering demographics, insurance verification, completing the MSPQ, scanning and document preparation, updating documentation and processing of referrals/order/appointment requests.
• Preauthorization of clinic specific visits and procedures as needed.
• Assist patient with MyChart activation and support, including how to complete check-in online prior to the appointment.
• During Visit – Standard Check-In:
  Responsible for high volume patient clinic check in/out and phone reception – following health system standards.
• Secures patient signatures for consent and financial forms.
• Follows and completes all standard registration documentation and scanning process in the Health System EMR.
• Responsible for collecting all point of service collections due per the EMR generated patient estimate including copay, co-insurance, and deductibles.
• Assist patient with MyChart activation and support.
• Responsible for outpatient clinic direct rooming.
• Responsible for supporting patient through self-check-in utilizing MyChart and the EMR.
• Post-Visit (Check-out/Follow Up Scheduling):
  Schedule follow up internal and external diagnostic and therapeutic orders creating a patient itinerary based on provider orders.
• Assist patient with MyChart activation and support.
• Ensure proper front desk coverage until last patient is dismissed from the clinic.
• Attends and participates in department clinic daily huddles and process improvement initiatives.
• Understands patient experience performance expectations for ease of scheduling, communication of delays, overall courtesy, and coordination with the care team.
• Supports both front desk and scheduling (telephone and MyChart) workflows.
• Establishes and maintains productive working relationships with providers and the clinical care team.
• Has a working knowledge of patient-related policies and procedures, and an understanding of the Health System services and programs.
• Follows the Health System standard apparel policy and communicates policies to patients and patient advocates.
• Familiarity with insurance coverage types (HMO, PPO, VA, Medicare).
• May provide coverage at alternate locations to meet critical staffing needs, as delegated by management.
• Supports patient experience initiatives including marketing campaigns and event registration.
• Responsible for daily maintenance of workspace and following environmental health cleaning guidelines according to Health System policy and procedures.
• Responsible for following personal protective equipment (PPE) guidelines according to Health System policy and procedures.
• Expected to complete necessary training and successfully pass 30-60-90-day quality assessments.
• Remains in clinic until last patient is checked out and any follow-up visits are scheduled.
• Must be able to perform the professional, clinical and/or technical competencies of the assigned unit or department.
• These statements describe the essential functions of the job and are not intended to be an exhaustive list of all…